Cancel Plan

[LeannaKrush1]

I need to cancel my sons account but can’t login as it is asking for a verification code that it texts to his phone. His phone is lost and not accessible to verify. How can I cancel his plan? 

[esjliv]

@LeannaKrush1 - do you really want to cancel his plan ? If so, call # 1-855-478-2542 or # 1-855-4PUBLIC from another device to remove Autopay/Subscription and the account will be closed after non-pay status in 90 days. You need the 4 digit account pin to do this.

If you do not need to cancel his plan, but just list it lost / stolen until you can obtain a new SIM card and phone to swap out the SIM card number then follow other people's posts to get logged into your son's account.

See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

See "How To Change Your SIM Number" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

IF still issues with that advice to log in, ask CS_Agent for assistance to get logged in. Methods to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble), 

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.  Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support. 

[Chalupa_Batman]

Sorry, to add to this...  once you're logged in, go to profile and click on the Report Lost / Stolen Phone button

The service will be placed on hold while you location your phone. You can then if you have already, can purchase another phone and SIM card and change the information needed to bring his account back to life. Just remember you'll have 90 days till the account expires.

[Chalupa_Batman]

To add to @softech post, here are pictures to help you along.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********.  But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

You should now be able to get into your account.

[computergeek541]

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@LeannaKrush1 wrote:

I need to cancel my sons account but can’t login as it is asking for a verification code that it texts to his phone. His phone is lost and not accessible to verify. How can I cancel his plan? 

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Choose "didn't get code" and use the e-mail option.

[softech]

@LeannaKrush1 

Your son ever login to My Account since EverSafe was introduced?

If already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email

If he has have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support by direct message here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there