Can't Re-Activate more than one phone on same account

[Laura82]

I have (or rather, 'had') two phones with public mobile; one personal cell for myself, and a "house" phone for the kids to use. But when the credit card I had on file for automatic payments expired and I forgot to update the info, my account was suspended and when I went in to reactivate and update the payment info, it would only let me reactivate my own personal phone and the "house" phone has been out of commission ever since. I have the same email address on file for both, and have two different numbers,  but no longer can use the second one. I'm not being charged for it, at least, but I need my kids to be able to have a phone when I'm out and my phone is with me. How do I re-activate the other phone, as every time I go into My Account, only my personal phone number comes up?!?

[Korth]

Clear your browser cache and cookies between Self-Serve sessions. Managing multiple Self-Serve accounts on the same phone (computer, tablet, whatever) can mix up all the "privacy" information the Telus servers compartmentalizes for each subscriber.

[hTideGnow · Accepted solution]

Hi @Laura82 you cannot be using the same email for the different lines.  PM system only allows one enail for one line/phone number.  Either you are using a different email address (or alias) or you never setup Self Serve My Account for your other lines

But, it is an easy fix,  open ticket with PM CS agent and they can look up the email for you after validate your identity 

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. start by typing : Contact CS Agent
2. then Click "Contact Us"
3. then Click "Other"
4. finally Click "Click here to submit a ticket"
   you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dabr]

@Laura82   PM never has and does not offer family plans so all numbers must have their own email/account.  You can use an alias email (laura@gmail.com could be laura+billy@gmail.com) to make it easier to manage the accounts as all emails for the second account still go the main email address.  You can also use the same password and payment card for easier management.   However, you'll need to purchase more SIMs for the second and third accounts.

edit:  sorry, missed that you've activated the second account but didn't add a different email for it.

[MrSpock]

@Laura82 Hi it is never worked properly to have two phones on one account you need an email separate for each account you will need to contact customer service to get all that straightened out  there are no other ways to do it 

contact a customer service agent 

 to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[darlicious]

@Laura82 

Oh.....that was an error when activating as you are supposed to only be able to use one email address per sim card/phone number. As a result you cannot access the second account because your phone # and account hides access to the other. Create a new email address or use another email you may have and contact customer support to add the the new email to the account so you can access it.

Edit to add....

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[Timer]

@Laura82 

each account need a separate email,

Edit: for the second account tried  Reset Your Password

to see which email you have it ,, is not allowed two account for one email.