Existing customer cant login as email wont verify

[sea2sky]

I have 3 family members on Public Mobile and everyone is pretty happy with the service. However, my credit card expiry card date changed and PM locked the 3 phones. I was able to access 2 of the 3 accounts and enter a new Visa, but was unable to access the 3rd account, as PM did not recognise the email. I tried the only 2 it could be . Perhaps it was incorrectly entered when signing up. 

The 3rd phone owner (my 16 yr old son) did get a text with a code saying to top up his account, but we have no clue what to do with the code. It was a 6 digit mix of letters and numbers. If he cant log in, since his email is not recognised, how does he enter the 6 digit code? 

I assume that each phone number requires a different email . I was wondering if my wife (who set up the account) could have set up 2 phones to her one email. She only has the one pass code to her one email/phone. Thanks, Dennis

[darlicious]

@dabr 

It may not be but I have yet to see one that is all digits or all letters kind of like license plates. Maybe pm should introduce custom referral codes.....for an extra fee$$?

DABR#1  VIPDAR  YUMMY1......LOLDAR...😅😆😂😉!!

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[dabr]

@darlicious   Although not absolutely certain, but I think the referral code isn't alway alphanumeric but yeah I think the text message  OP's son received was more likely his referral code.

[darlicious]

@sea2sky 

Here is some info on vouchers that you may find helpful....

It's easiest to add vouchers via 611. Once connected press (1) then (1) again and enter the 12 digit PIN #. If added successfully you will get a verbal confirmation followed by a text from 611 confirming you have made a successful payment. You only get two attempts at making a payment (successful or not) either thru 611 or your self serve account total combined. You the have to wait one full hour before trying again.

Some vouchers take up to 24 hours to become valid and loadable onto your account.

Vouchers are available at many small cellular businesses and larger retailers. The following list of retailers all offer pm vouchers that are immediately valid upon purchase.

1. London Drugs
2. Shell Stations
3. 7/11
4. SDM
5. TMS
6. RCSS
7. Wal-Mart
8. Circle K

RTP (real time payments) are available at Canadian Tire gas bars and Mobil stations for for a $1 fee and are loaded by giving the clerk your 10 digit phone number.

Online payments can be made at recharge.com and ding.com for about an 8% surcharge.

More member contributed info and real examples of vouchers can be found here:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[darlicious]

@sea2sky 

Did you try to set up a self serve account with your son's phone number? Was his account activated in store? When creating a self serve account the phone number is sent a text with a 6 digit alphanumeric code to finish creating an account. However @dabr 's suggestion that it is your son's referral code is more likely.

If your wife activated your son and the activation system mistakenly allowed her email address to be used twice then she may have created a "ghost" account for your son. When the same email address is used and accepted by the activation portal it creates the second account but hides one from access on the front end  because it's not redesigned to allow more than one account per email address. It can only be accessed by a CSA thru the back end. You will need a different email address to be used for your son's account. Once it's added and can be accessed from the user side the credit card can be updated.

Put "Same email used on two accounts" in the subject line and send a detailed message explaining the situation to customer support so you can gain access to the account. Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

I will follow up this post with info on pm vouchers if you need to top up and reactivate your son's account via 611 on his phone or calling 1 855 4PUBLIC and entering his 10 digit phone number.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[Yummy]

---

@sea2sky wrote:

I assume that each phone number requires a different email . I was wondering if my wife (who set up the account) could have set up 2 phones to her one email.

---

That is not possible. Each account requires unique email address.

She might made a typo and entered very similar email address which corresponded to alies.

Example: her real email is abcdef@gmail.com - 1 PM account

She entered abc.def@gmail.com for 2nd account. That was accepted by PM as abcdef and abc.def are not equal.

Never heard of 6 character codes sent by PM when payment is requested.

[dabr · Accepted solution]

@sea2sky   Each account is separate and would need it's own email to login.  Perhaps you didn't create an account for your son in which case you can do that now here:  https://selfserve.publicmobile.ca/self-registration/

That code you received sounds like a referral code and is to be used when you get another family/friend to sign up with PM and will give the new customer an one time account credit of $10 and the referrer (you/son) $1/30 days as long as they have an active account with PM.

For now you could purchase a voucher from SDM, Canadian Tire or London Drugs or gas station and load the funds by dialing 611.

Edit:  @sea2sky   if you think your wife may have already created your son's account but don't know what email was used, you can contact customer support and submit a ticket or message with the following links.  Try the chatbot first and the second one only if unable to submit a ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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