11-13-2021 03:58 PM - edited 01-04-2022 05:10 AM
Hi,
I've recently went to a Koodo booth to activate a Public Mobile SIM card for my new phone. We went through the process of getting a SIM, setting up my email, creating a PIN, selecting a plan, and selecting a new phone number. However, we never created a password or anything like that.
She gave me the papers to show that my account has been activated, and I got a confirmation email saying my account is now active (that's all it says). My account setup has a name, account number, email, SIM number, and phone number, BUT I can't login online.
First, you need a password with the email - I don't have one. So I select "forgot password" and input my email - "Login failed". Then I go to "create account", enter my phone number, and "submit" - I don't receive a text message with a 6-digit code. I've tried texting my new phone number with other phones and they go through, so I'm not sure what's going on.
I just want to be able to login, check my balance, setup autopay, change plans, etc. But I'm unable to login and don't know how. I'm not even sure how the Koodo employee managed to setup my account without a password, but please advise on what's wrong and what I should do.
Thanks,
Solved! Go to Solution.
11-13-2021 06:32 PM
@Willhosh wrote:I don't receive a text message with a 6-digit code. I've tried texting my new phone number with other phones and they go through, so I'm not sure what's going on.
,
@Willhosh Just want to confirm, check if you receive any text from PM before. You might have receive text from PM about your 4 digit account PIN , etc. Wonder if somehow text from PM was blocked on the device level
11-13-2021 05:07 PM
@t_p wrote:
@popping wrote:@Anonymous @t_p
Don't be so quick to ask OP to contact CSA.
You need to determine why OP cannot login.
OP account was activated in-store. Therefore, no online account was not created during in-store activation. Period. Only online activate will create the self-serve account after activation.
@Anonymous Your second answer is correct. But you provide all possible answers. One will be correct.
Your self-serve was not created yet. That is the reason why you cannot login.
Read you welcome email again. It asked you create your online self-serve account using https://selfserve.publicmobile.ca/self-registration/
and follow the instruction to create your account.
Welcome to PM.
OP said they can't create self-serve account:
"Then I go to "create account", enter my phone number, and "submit" - I don't receive a text message with a 6-digit code. I've tried texting my new phone number with other phones and they go through, so I'm not sure what's going on."
You are correct. We should ask OP to restart browser or use another browser before asking OP to contact CSA.
11-13-2021 04:44 PM - edited 11-13-2021 05:05 PM
@popping wrote:@Anonymous @t_p
Don't be so quick to ask OP to contact CSA.
You need to determine why OP cannot login.
OP account was activated in-store. Therefore, no online account was not created during in-store activation. Period. Only online activate will create the self-serve account after activation.
@Anonymous Your second answer is correct. But you provide all possible answers. One will be correct.
Your self-serve was not created yet. That is the reason why you cannot login.
Read you welcome email again. It asked you create your online self-serve account using https://selfserve.publicmobile.ca/self-registration/
and follow the instruction to create your account.
Welcome to PM.
OP said they can't create self-serve account:
"Then I go to "create account", enter my phone number, and "submit" - I don't receive a text message with a 6-digit code. I've tried texting my new phone number with other phones and they go through, so I'm not sure what's going on."
Try creating account again using a browser in private mode (ex. Chrome incognito).See how it goes.
11-13-2021 04:39 PM
Create an account should work.
Are you entering your 10 digit phone number correctly?
What happens when you call the number, does your phone ring?
If you are iPhone, have you set up your device with the new number ?
11-13-2021 04:38 PM - edited 11-13-2021 04:39 PM
@Anonymous @t_p
Don't be so quick to ask OP to contact CSA.
You need to determine why OP cannot login.
OP account was activated in-store. Therefore, no online account was not created during in-store activation. Period. Only online activate will create the self-serve account after activation.
@Anonymous Your second answer is correct. But you provide all possible answers. One will be correct.
Your self-serve was not created yet. That is the reason why you cannot login.
Read you welcome email again. It asked you create your online self-serve account using https://selfserve.publicmobile.ca/self-registration/
and follow the instruction to create your account.
Welcome to PM.
11-13-2021 04:22 PM - edited 11-13-2021 04:26 PM
You should contact CS for help:
11-13-2021 04:06 PM
maybe you need to Create an Account
and close all Browser and do clear cache and cookies for any Browser,
and try it for a different Browser and open incognito mode,
how to open Browser incognito mode visit Here link,
how to clear cache and cookies and History visit Here link,
and use a Browser from your computer,is better
use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.
how to update your Browser visit Here link,
and Restart your computer, is will help a lot,
and if you use a home internet take your power internet off for about
a 1 minute and put it back on,to refreshing your network,
11-13-2021 04:02 PM - edited 11-13-2021 04:03 PM
you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
they can solve your issue, they are nice Service Team they will help you 100%.
and them will reset for you,
Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,
Good Luck....