Agent Please! Lost my phone and can't log in.

[PM-User2]

I lost my phone and I am not able to log in using the email address connected to the phone #.  I tried the chat and it just goes around in circles.

Can an agent at PM please contact me?  

[hTideGnow]

hi @PM-User2 ask them to escalate with a manager. Tell them asking exact joining date even for a new account is not reasonable, like who would remember this little thing

[PM-User2]

I have provided that.  I have provided the last payment amount.  The physical address on file.  None of that is good enough.

[Handy1]

@PM-User2  To echo @hTideGnow  they should be able to ask you last 4digits of credit card on file

address / alternate number 4digit PIN number etc 

[hTideGnow]

hi @PM-User2 explained to them and ask them to escalate 

they have other questions to validate, just that agent does not want to pull out the question list.  Push for escalation 

[Handy1]

@PM-User2  The PM app yes if it was same time as you first account or second it whatever one your able to log into will show your name and date of join top left of screen on main page 

[PM-User2]

This was well over 10 years ago.  I do not have emails from 10 years ago....  Are you referring to an app on my phone? 

[PM-User2]

Nope they are insisting on signup date.  I am all for security but this a getting too be a bit much.

[hTideGnow]

hi @PM-User2 try your best to answer the date

if you don't remember, no worries, they have other validation questions  as well.  Reply and let them know 

[Handy1]

@PM-User2  It will show on your welcome email you got from PM when you joined or in the PM app top of page on main screen 

[PM-User2]

So this is a really big problem if you lose your phone and do not have access to the email account that was used to setup the phone.

Support is asking me

When was the 'exact' date you signed up for Public Mobile for the first time.

I have another PM account which was setup first but nowhere does it say sign up date.  Is there a spot somewhere that shows the signup date?  It has to be over 10 years ago but I don't recall the exact date. 

[Shutdown]

You could of used your email as an alternative for 2fa. Next time just click "didn't get code" then "send email".

[PM-User2]

Thanks.  I have sent a message. Will go get a new sim card asap.  

[hTideGnow]

hi @PM-User2 don't use chat bubble if that does not work. Use the message link I provided above 

[PM-User2]

I started with the chat bubble as I mentioned.  It just kept going around in circles....

[Handy1]

@PM-User2  no worries support can help 

submit ticket with support . using the chat bubble bottom right of screen 

If that doesn’t work you can always send  direct  private message to support .

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[hTideGnow · Accepted solution]

hi @PM-User2 you need to ask support agent here

  Just message them here

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

and you got a replacement sim card yet? 

Buy a PM physical sim card form Telus or Koodo store or via Amazon:

 Telus or Koodo store https://www.publicmobile.ca/en/on/pick-up-SIM
Amazon.ca https://www.amazon.ca/Public-prepaid-postpaid-Activate-Allinone/

Then message support agent and ask them to help to update your account with the new sim card:

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