Cannot sign up

[Alrik]

I received a promo attached to my e-mail as a former customer.

I would like to re-activate under Public, however, I cannot do so as I cannot sign in (account disabled error) and cannot activate the new SIM (e-mail already exists error, despite that being their exact instructions).

Pretty awful system, fix it.

[geopublic]

@Alrik  That's pretty messed up.  🤦‍♂️ Hopefully the moderator team will help you resolve it.

[gblackma · Accepted solution]

@Alrik contact the moderators and explain your situation.  Give them the email address the promotion is tied to and ask them to unlock it for you so that you can use it to sign up again. There are 2 ways to contact the Moderator Team:

• Faster response- 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 the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  Stay safe. 

Welcome baxk to PM .

[computergeek541]

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@Alrik wrote:

I cannot use a new e-mail address as the promo is tied to that e-mail as a returning customer. Well I could, technically, but it doesn't help anything.

The issue is that the promo prompts me to activate it through actions that Public's account systems cannot process.

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I suggest having a Public Mobile employee perform the activation for you by visiting the following website: https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

[computergeek541]

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@Carniam wrote:

Click that you have lost your password where you sign in. They should send you a temp password. If that doesn’t work you can contact the mods through SIMon.

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Neither the password reset function nor the moderators can reset the password of a closed account.

[Alrik]

I cannot use a new e-mail address as the promo is tied to that e-mail as a returning customer. Well I could, technically, but it doesn't help anything.

The issue is that the promo prompts me to activate it through actions that Public's account systems cannot process.

[kselmak]

Hi

I would think you would be able to create new account with the same email address where you received the promotion as that is the requirement.

You should confirm with moderators thought before proceeding

We would be very thankful if you would keep us updated about it as there may be more cases like that

[gblackma]

@Alrik you can't sign up using the old email. You need a new SIM and email address to create and activate a new account. Stay safe. 

Here's 4 articles on activation and porting and the Refer a friend reward  if you need them:

1. What you require to activate https://www.publicmobile.ca/en/bc/get-help/articles/what-you-need-to-activate
2.How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up
3.How to port https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number
4. Refer a friend https://www.publicmobile.ca/en/on/get-help/articles/the-refer-a-friend-reward

[mimmo]

@Alrik let us know the result as I will be transferring a line later this month on the same promotion.

[gpixel]

@Alrik you can contact customer support 

• make sure to check your inbox(top right corner) periodically for a response

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

[Alrik]

No, it doesn't. It tells me the account is disabled.

The entire system is very literally non functional and this joke of a company doesn't have actual CS reps to manually fix the broken system.

[Carniam]

Click that you have lost your password where you sign in. They should send you a temp password. If that doesn’t work you can contact the mods through SIMon.