Change Email Address

[Carolyn65]

I need to change my elderly parents' email address on their account, but I can't log in for them and their former email address has been disconnected. For some reason, I can't even log in to their account using the information they gave me from November 2021. Please help.

Once I am able to log in to their account, I am wondering if I can help them purchase an add-on for texting in the US? They will be living in the US for the next 5 months.

[Meow]

ONLY agent can update/modify email on account. Purchasing US add-on for 5 months period (one lasts 10 days with 1 day pause then you purchase another 10 days, etc.) can be Very expensive in addition of USA not having 3G service anymore so they might have issues connecting to US network. It will be better for them to obtain local SIM.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

[Outdoorsman]

@Carolyn65 

hi 

 to reset password or  change account email you need the help of a service rep also there is no texting app while living in the US you will need a local sim 

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or  private message them here

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

[JK8 · Accepted solution]

@Carolyn65 

It would be cheaper to buy a SIM card down there. 

As for the account contact an agent.

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

[softech]

@Carolyn65   you will need to open ticket with PM support on behalf of your parents.  PM Support can change the login to an email you have access now.   They will reply you in Community inbox and ask you questions to validate.  Make sure you able to answer those questions

To open ticket with PM :

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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