Can’t access account

[happyladybug]

My son is not able to access his account with his email. How can he access his account?  Can he use his phone number?

[ws2]

Don't forget, you can also call the credit card company to suspend payments if you can't access your accounts.

Hope this helps!

[esjliv]

---

@happyladybug wrote:

My son is not able to access his account with his email. How can he access his account?  Can he use his phone number?

---

@happyladybug 

Has a Self Serve account ever been created for his phone number? If this was an activation in-store than it is possible an account was not created yet.

To register for a Self Serve account link here: https://selfserve.publicmobile.ca/self-registration/

If an account is created, than it is the email used to sign in. In this case have you tried a different browser or device to access Self Serve?

Also, have you tried the forget your password option?

You can reset your password link here, if an account was already registered and the password is not working: https://selfserve.publicmobile.ca/forgot-password/

If still issues after this, contact Moderators for help to get into his Self Serve account (that is, if it was not suspended for more than 90 days, as @computergeek541 mentioned).

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Once in the Self Serve account, you can update your credit card under the Payment TAB.

See bottom, left corner.

[computergeek541]

---

@happyladybug wrote:

I can’t log in to his account. I need to change the credit card on auto pay. How can you access the account if the email is not recognized?  

---

By any chance has the service been suspended for 90 days? That would explain the e-mail address not being accepted for the login.

[happyladybug]

I can’t log in to his account. I need to change the credit card on auto pay. How can you access the account if the email is not recognized?  

[Anonymous]

 @happyladybug : What happens when he dials 611? When was the last payment made?

[computergeek541]

---

@happyladybug wrote:

My son is not able to access his account with his email. How can he access his account?  Can he use his phone number?

---

The login for his self serve account is the e-mail address that was used. There isn't any way to log in using a phone number. I assume that he knows the e-mail address that was used?  First, he should try the forgot password option. I that doesn't a work, a ticket will need to be opened by going to :  https://widget.telus.tiia.ai/publicmobile/publicmobile.html