Account access issues

[Steve051720]

I have an active sim in my phone that is currently in use.

I received messages to update my credit card information as my card was expiring.

When I tried to login my email address was not recognized.

I was prompted to setup a new account.

I started to do so, however when I entered my sim card number, it says that it is already active. 

I am out of ideas.

Please help!

[Steve051720]

The email address is somehow no longer linked to my phone number. I have tried submitting a ticket through the nightmare chatbot system, only to be sent in a never ending loop between the community forums, help pages, and contact us links that go nowhere...

Thanks

Steven

[computergeek541]

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@Steve051720 wrote:

@CS_Agent 

I need help with my account.

Please contact me ASAP as I do not want to be without service.

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The above isn't how Public Mobile customer support agent are contacted.  A ticket must be opened.

[computergeek541]

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@BKNS27 wrote:

@Steve051720 

Login to your account on the PM app then on the Payment tab>Update Card Information.

If you are having issues login on the app or website. You will need the assistance of a CS_Agent to help you login.

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The customer has already stated that logging in isn't working.

[Steve051720]

@CS_Agent 

I need help with my account.

Please contact me ASAP as I do not want to be without service.

Thank you

Steven

[BKNS27]

@Steve051720 

Login to your account on the PM app then on the Payment tab>Update Card Information.

If you are having issues login on the app or website. You will need the assistance of a CS_Agent to help you login.

[computergeek541]

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@Steve051720 wrote:

I have an active sim in my phone that is currently in use.

I received messages to update my credit card information as my card was expiring.

When I tried to login my email address was not recognized.

I was prompted to setup a new account.

I started to do so, however when I entered my sim card number, it says that it is already active. 

---

Please do not open another Public Mobile account. This will end up costing more as it will open a second Public Mobile account and a second plan.  As for it not accepting the SIM card number, these cannot be reused, but that's actually a good thing as you don't want a second account.  Please open a ticket to contact a Public Mobile customer support agent.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html