Can’t log into self serve or add on any data

[riddemal000]

I added extra data by calling the 611 number, my payment went through but I never got extra data for this month. I’ve been trying for almost a week now and still can’t log in or reset my self serve password.

[t_p]

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@CMPO wrote:

The site is not recognising my email address so can not sign in.  My second account that 1 month ago was reopened by the sales rep and new number.  There is funds in the account. 611 is working but seems the autopsy was not set up properly.  

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Have you tried another browser/incognito mode?

If still no go, you'll need to contact CS:

Private Messages - Community (publicmobile.ca)

[CMPO]

The site is not recognising my email address so can not sign in.  My second account that 1 month ago was reopened by the sales rep and new number.  There is funds in the account. 611 is working but seems the autopsy was not set up properly.  

[BlueB · Accepted solution]

@riddemal000 

A few thoughts here - buying Add-Ons can be a bit complicated just because it's a two-step process.  As for Add-Ons - sounds like you did the right steps, but just to confirm:

1. Balance: Add your voucher/funds so that you have enough Balance in your account to buy the add-on
2. Add-On: Actually buy the Add-On after you have sufficient balance in your account (since it deducts from there)

Did you perform those two steps in-order?  If so, try rebooting your phone to see if it helps because the Data Add-on should start working right away.

Otherwise, have you already reached out to a CS Agent (staff)?  There have been glitches and can help you look into this, the best way is via the SIMon chatbot (chat bubble, lower-right corner) but you can message them directly here as mentioned too.

Additionally, this might be a good time to figure out why you can't log into the Self Serve site to help you out later on.  🙂

[tykuma]

Welcome to public mobile

[Anonymous]

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@Dunkman wrote:

@riddemal000 

You need to gain access to your self service account.

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 @Dunkman : "Need" isn't the right word. They've already used the 611 service to make a payment. We don't yet know how as asked by t_p. They can use the 611 service to buy the data.

[Dunkman]

@riddemal000 

You need to gain access to your self service account.

Have you tried reseting your password.

https://selfserve.publicmobile.ca/forgot-password/

(Check your junk folder)

If not working, you will need to customer service agent (CSA).

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact CSA.  Type: I can't login.  Follow the prompts to submit ticket.  

CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  Check your private message inbox (envelope in upper right corner of website).  

[t_p]

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@riddemal000 wrote:

I added extra data by calling the 611 number, my payment went through but I never got extra data for this month. I’ve been trying for almost a week now and still can’t log in or reset my self serve password.

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Did you pay by voucher or credit card? If by cc, you must have used your PIN.

Call 611 to see if the $$ is in your Available Funds

If yes, you must complete the add-ons purchase by following instructions.

For logging in to your account, if you've tried incognito mode, reset password,etc... and are still locked out, you'll need CS help

Private Messages - Community (publicmobile.ca)

[softech]

@riddemal000   You can in fact use 611 to complete buying Data Add-on

click 2 for Buy Add-ons, then 2 for Data and then either 1 for 200MB or 2 for 1GB

[Triguy]

After adding funds equal to or greater than the Add-On you wish to purchase, follow the prompts to buy an Add-On. You will need your 4-digit account PIN to purchase an Add-On. You selected your PIN when you activated your account.

Try using a different browser and incognito mode.  Also try clearing your cache and cookies then reboot.

If you still need assistance then submit a ticket.

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.