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Help me

Joanna33
Great Neighbour / Super Voisin

So I set my dad up with PM and he lost access to his email so I switched it to mine but then his whole account just went missing his phone was cutoff saying the payment didn’t go through that my card was expired but it comes off of my card and my card is 100% fine and it’s always come off it but because I cant reach anyone for help I just ordered a new sim an was going to set up a new account … my sim came but everything on the site is giving me an error and won’t let me set it up he desperately needs a phone he’s old and lives alone 

4 REPLIES 4

dust2dust
Mayor / Maire

Some options. From your phone (unless you have his phone in hand) dial 1-855-4pu-blic and enter his phone number and listen to the recording. Hopefully it doesn't say invalid number or something. So if not then the account is simply suspended.

Then you can buy a voucher in lots of stores or online and enter them in that toll free system.

Or you can go to a few stores and use the real time payments method.

Why did you get a new sim? Don't make a new account. We'll get this sorted out.

will13am
Oracle
Oracle

@Joanna33 , have you used the same email address for more than one Public Mobile account?  That can really mess things up.  Although the accounts may have been rendered inaccessible, they should still be there and recoverable.  I suggest initiate a support ticket by clicking on the link below.  A CS agent should be able to help you recover the account access.  

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

esjliv
Mayor / Maire

@Joanna33 - was your email already associated with a public mobile account? Because accounts need to be associated with unique emails with public, you cannot have one email with 2 or more accounts.

You should not need a new SIM card. You just need to get your dad's account going again. Can he call 611 on his device, 

or # 1-855-478-2542 or # 1-855-4PUBLIC from another device) to see what the status says ?

 

if the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

 

You/he will need his account linked correctly with EverSafe. Was that set up yet?

Yummy
Mayor / Maire

Only one unique email per account is allowed.

If your dad lost access to his account, contact agent asap to regain access. At the same time you can ask agent to update credit card info on his/your account or you can do it after gaining access to it.

Need Help? Let's chat.