Account number wrong while changing plans

[Ary_]

I was told that my Account number is incorrect from Public Mobile when changing to another plan, but it’s the right account number. What do I do?

[Phil_Adelphus]

@Ary_  Will the new provider accept the port using the IMEI number instead of the account number?

[Ary_]

Yes, I’m not sure why my account number isn’t working. 

[softech · Accepted solution]

@Ary_ the number should be correct, did you copy the correct number of digits, especially correct number of zeros?? you can confirm with PM support and check if they got any porting request for your phone number.  Please open ticket here

 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Ary_]

Yes I did, but they told me it’s incorrect. I checked multiple times and I was still told it was incorrect. 

[softech]

@Ary_ did you get you account number from My Account 's Profile page??

https://myaccount.publicmobile.ca/en/account/my-profile

[Ary_]

I only have one PM account, I wanted switch to another Sim plan but I was told by the other company that my account number was incorrect and they’re not sure why. They told me to talk to Public Mobile fix the issue.

[softech]

@Ary_ do you have multiple accounts with PM??

it was PM CS agent telling you the account was wrong?? If so, best to work with them to get that sorted out, they will offer you other validation questions if you are unable to answer the account number