Can't login to account-forgot email registered. Phone number registered is not recognized

[KenjiV]

I need to change the credit card information for my son's account.  I forgot the email account registered.  I tried to retrieve it using his phone number.  It says "Please enter a valid phone number registered to your account".  

[slusagm]

if you need to pay first to avoid service disconnection, buy a voucher from Shoppers drug mart or London Drugs and then load the voucher using *611 on your son's phone, or via 1-855-4PUBLIC from another phone

[hTideGnow]

hi @KenjiV 

you can create another account and use your son name, just don't say much to the cs agent

[BKNS27]

@KenjiV 

Call 1-855-4PUBLIC and check the status of your son’s account. If it indicates that it is suspended then you have up to 90 days to make a manual payment.
Contact a CS_Agent to help you login to his account and update the CC information.

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

If it indicates that it closed then you didn’t make a payment after 90 days and the account will be closed, SIM stops working and number returned to the carrier his got the number from (number is hone)…then start with a new SIM and open a new account.

[KenjiV]

Sorry I forgot to mention that I submitted a ticket.  

Customer service responded that "Please take note that we need to authenticate the owner of the account that you are having the situation with according to the Company rules for the safety of our client's personal information.

I would advise you to urge him to submit a private ticket and contact us personally for solving the situation."

How do I submit a private ticket for my son?  Is there a link for this?

[slusagm]

PM can help to lookup the email used or reset to another one.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here

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

[hTideGnow · Accepted solution]

hi @KenjiV 

the phone service still works?

since you cannot use Forgot Password or Forgot email, you will have to ask support agent to help, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage