Can't make payment or find account

[vernguy]

I have 2 phones for my kids with Public Mobile. One phone recently stopped working so I went to check on the payment as my credit card had changed. I can only find one account for one phone number. This phone has been in use for at least a year and now there isn't a record of it. What do I do?

[darlicious · Accepted solution]

@vernguy 

Did you activate the two accounts at the same time? Is it possible you used the same email address? While the system shouldn't allow this to occur if you did manage to use the same email address then the first account created is hidden by the second account and denying you access to the account. If you think this is possible you will need to use a different email address or an email alias and contact customer support to add the new email to the account to allow you to log into it.

[BKNS27]

@vernguy 

Conduct a search through your archive emails to see if there is a welcome to PM linked to the second phone.

[Timer]

@vernguy 

each account need a separate email,  is not allowed two account for one email.

for the second account tried  Reset Your Password  to see which email you have it ,,

use browser from computer, clear cache and cookies and use one page inPrivate mode,

and if you need ASAP to make payment you can go to Shell Stations to purchase vouchers and add to your account by call 611

once connected press (1) then (1) again and enter the 12 digit PIN #,

Official list of retailers location sell vouchers:  https://www.publicmobile.ca/en/on/payment-voucher

until the system complete updated soon,

[computergeek541]

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@vernguy wrote:

I have 2 phones for my kids with Public Mobile. One phone recently stopped working so I went to check on the payment as my credit card had changed. I can only find one account for one phone number. This phone has been in use for at least a year and now there isn't a record of it. What do I do?

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Each phone number is in its own account and would use a different e-mail address to log into the account.  Is this a matter of not remembering which e-mail address was used for the other account?