Help! Stuck in a subscription loop

[kathy-terry]

I tried to add a second phone to my current account and somehow the public website let me get through to the "activate you phone" step, but now I know I need a new account.

How do I abort the additional subscription?

The portal keeps taking me to the 'Continue your activation' screen with no other options.  No account management tabs, nothing.

[kathy-terry]

Thanks!  I got a ticket opened.  We are working on it now.

[eddieO]

@kathy-terry you can open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[kathy-terry]

Thanks All!

I am not going to be able to fix my account myself.  I tried the ticket system.  It failed to create a ticket (no reason).  I'll try again later.

[will13am]

@kathy-terry , you should contact support to ensure that you don't mess up the first account by reusing the email address.  Use the chat symbol on the lower right corner of the web page to initiate a support ticket.  

[eddieO]

@kathy-terry, To add to what has been shared already, since Public Mobile does not support shared accounts, each customer needs to have their own account with it's own email address

[computergeek541]

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@kathy-terry wrote:

I tried to add a second phone to my current account and somehow the public website let me get through to the "activate you phone" step, but now I know I need a new account.

How do I abort the additional subscription?

The portal keeps taking me to the 'Continue your activation' screen with no other options.  No account management tabs, nothing.

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Each Public Mobile account can only contain one phone number.  There's no option to add a second phone number to an account.

[Sansan]

@kathy-terry  you would need to download the public mobile app, create a new account with email to create a new subscription.  All accounts are separate. 

If you are choosing esim, make sure the phone is compatible first. Esim has to download to the phone in question.