Change of Sim

[marlene_frade]

Hello,

I got my sons Public mobile sim cards and have been customer for a few years now.  We had to change sim card for one of my son`s and now we are stuck with an extra unused accoun with an unused phone number yet being charged.  How do we cancel the old account if phone number no longer used.  We are unableto retrieve either email or password.

[Priority]

If you contact the Customer Support Agent, they'll be able to manually update your email/contact details from the backend so that your able to sign in and regain access to your Account. 

[hTideGnow]

HI @marlene_frade 

you might have done the wrong thing

with your new sim, you should login to the son's account and request change sim care on the Profile page and not activate a new line

sim cannot be resused, so, you have to do two things

For the new account, you will need to login My Account and disable Autopay from Payment page, Manage Subscription to cancel the account 

Buy a new card and go back to your son's original account and go to Profile page , click the pencil beside sim card and update the sim card number

[Handy1]

@marlene_frade  Submit ticket with support to help you remove credit card in file for it 

private message   To CS_Agents click          

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