Email verification code

[Kelly1827]

I've purchased a new plan & ordered a new SIM card. When I attempt to sign in I am sent to the email code verification page. When I enter the code sent to my email I am told the code is incorrect??? Very frustrating customer service !!!! I am very close to canceling everything amd moving to another cellular service provider!!! 

[softech]

@Kelly1827 

PM still cannot and won't assign your old number back to your new account

Try open another ticket and ask them to escalate once more, maybe you have better luck this time with someone whol willing to go extra mile and help out

[Kelly1827]

Hello and thank you for the reply. Unfortunately the email used to open the original public mobile account is no longer accessible. I attempted to gain access back in January by contacting PM but they could do nothing to change anything without the email or expired credit card info.... neither were attainable so I had to purchase vouchers to continue my service. The frustration of trying MANY times to correct account issues was enough for my parents to switch service providers after being great PM customers for several years... Without the ability to talk to Customer service PM has effectively and severely limited customer growth. Thanks again!

[softech]

@Kelly1827 you shouldn't have purchased a new plan. PM won't be able to bring you old number from your old account to your new account you just subscribed tonight

It's not too late, please open a ticket with PM support and have them to help to get access back to your old account and see if they can do anything with the new one you just created. Please engage 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

[JRod · Accepted solution]

@Kelly1827 

What step in the signup process did you get to? After you choose a plan and whether to use an eSIM or a Physical SIM you have to go to the app to continue the next steps of choosing a number or porting one in, and then the final activation step.

Since you likely haven’t done the final steps of choosing a number and activating in the app, your account will not be fully setup yet so it will prevent you from logging in unless you’re continuing the setup from the app. Once you receive your SIM card, download the app, and you’ll be able to continue the rest of the activation process and your account will be fully setup then. 

[JRod]

@Kelly1827 

Unless you can regain access to your original account and put the new SIM card on that account, you will have a different number for the second account. Unfortunately it’s not possible for you to transfer a number from one Public Mobile account to another but you could try your luck with customer service and see if they can help you regain access to the original account. If its been less than 90 days the account will still be there, but if 90 days have passed that account and your original number will be gone.

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[Hollister]

@Kelly1827 

You have 90 days to make a payment to your account before it is closed automatically. Has it been more than 90 days? If not contact an agent and they can assist

You can contact an agent:

You will receive a response from an agent faster using the first option below, which is the preferred method.

• 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: 9 AM to 10 PM EST

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

[Kelly1827]

I am an existing public mobile customer. My parents were also customers but due to a expired credit card and an email change the HORRIBLE customer service and almost IMPOSSIBLE account issues here they canceled public mobile and switched providers. I have continued my service by using vouchers but recently ran out of data. I was unable to purchase more data or sign in to the original account my parents had due to old email and expired card I was forced to purchase a new plan & esim with my credit card. ESIM did not work so I ordered a new SIM card. Will I be able to keep my current Public mobile Cell number with the new SIM card when it arrives?