Help

[Jme3]

How do we cancel an account if the phone was lost so we can’t manage the account as we can’t receive texts or voicemail to it. Therefore it won’t verify us to make account changes. We also started a new account with a new phone and SIM card and we got charged for a month when it wouldn’t work and did not even get to the screen to generate a new number. We would like to cancel a subscription and retrieve our money. xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

[Jme3]

It continually asked us to send a text. To the LOST phone. We could not get that message. It gave us no other way. It was not about l not remembering a password. It is not a friendly interface unless you already know it. 

[Phil_Adelphus]

@Jme3  we can’t manage the account as we can’t receive texts or voicemail to it.

You should be able to get the log in code by email also if you hit "didn't get the code" after the first attempt.

[BKNS27]

@Jme3 

You don’t need to be technically savvy. Like other website, make note of your login user ID and password in a safe place.

I have a binder of all my accounts and password also on my iPhone.

[eddieO]

@Jme3 Public Mobile is not for everyone but @hTideGnow is right, if you get a new phone and a new Public Mobile SIM card from a TELUS/Koodo or Mobile Klinik store (you can even order from Amazon and it usually arrives within a few days) then you just need to install the PM app on your new device and then go to the Account tab and update your SIM number to the new one. If you get stuck anywhere this community is a great place to get more guidance or help which is very quick, or you can use the chat bot to speak to an agent

[eddieO]

@Jme3 there are several was to cancel your account: you can go into the PM app and toggle off the Subscribe item, after 90 days of inactivity your account will automatically close and you will lose your phone number, or you can port out your number to another carrier (this option allows you to keep your number), or you can call the bank and ask them to stop payments to Public Mobile but with this option you will lose your number as well. If you are looking for a refund you will need to speak to a CS agent to request that but it's not usually given.

You will need to 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)

[hTideGnow]

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@Jme3 wrote:

We tried but this online service is less than user friendly. We could not navigate that. 4 of us tried. Public mobile online is for the slightly tech savvy. Either way I need to cancel and have a refund issued or a credit either or 

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HI @Jme3 

it actually not hard.  Just get a new PM sim card from Telus or Koodo stores around you, then message support agent and they will update the sim card number for you (and you will keep the same phone number)

here is the link to message them

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

[Jme3]

We tried but this online service is less than user friendly. We could not navigate that. 4 of us tried. Public mobile online is for the slightly tech savvy. Either way I need to cancel and have a refund issued or a credit either or 

[hTideGnow]

HI @Jme3 

why cancel the account? you just need to buy a new PM sim card, find a replacement phone and you can continue using the service

but if you decide to cancel, then just message support agent, ask them to remove your credit card from the system and your account would not renew and will be cancelled.  Please message agent here

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