How deactivate old phone number and payment?

[Mumzieof3]

• lost phone/SIM =New phone/SIM w/new #
  how do I deactivate payment and number if I can’t log in to old account?

[darlicious]

@Mumzieof3 

You have the majority of the info to verify the account to gain access to it.

• Username=email
• Password and 4 digit account PIN # were created at activation. A transaction summary was sent with the welcome email. Enter public mobile in the search box of any possible email addresses you have to see if the it comes up or any promotional marketing from pm or koodo or telus. If you find the welcome email the account # is buried in the "send to" portion of the email.
• Call 1 855 4PUBLIC and enter the 10 digit phone number and write down all the account info you are given by the automated system.
• You can look at your credit card transaction history to find the activation date. (Before or after January 25th 2022?) Before= $$ rewards program or After=points program 
• You know the name, address, phone number, payment card details, plan amount and the last payment, type, date and amount. 

Along with the info you can gather yourself you have what you need to verify the account and get a password reset and/or change the email. I suggest sending a private message so you can explain in detail your issue. Hold back the payment card info and last payment info for the CSA to ask you to supply to verify the account.

. Read the spoiler in this post for advice on sending a private message and preverification.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

[Mumzieof3]

It is my child’s phone, I pay the bill.  Our house flooded, we lost everything. 

[sadek]

A few months ago my service was deactivated because I removed the preauthorized debit from my Public Mobile payment.

[darlicious]

@sadek 

It's great to see you participating in the community! Welcome! However pm cannot be paid via a pre-authorized payment set up from the bank account side only via a debit/credit card or of course a credit card in the self serve account.

If you are unsure of an answer just type in the question to the search box and press go. You will be given a selection of similar threads. Look for more recent dates and threads with solutions. Read several of them to determine if the solution applies to the current question being asked. Then you can reply with that solution. You can always add "I think" just to be safe just in case it isn't the solution.

Try to avoid giving the catch all solution of "Contact customer support." Our purpose in the community is to help the customer solve the issue without the need to contact customer support. CSA's are only needed to fix issues that require backend account access like a credit being applied or an add on removed or submitting a ticket to the tech department or the CPO phone department.

Don't worry if you get corrected by another member. Live and learn. Acknowledge their help and correct the wrong info in your post by denoting the edit and indicating what you have corrected. Fixing spelling or a typo doesn't require an edit notation if it doesn't change the context of the reply. No biggie we all have done it, did it and will do it again....oops! D'uh! Lol....my bad!🤪

[sadek]

@Mumzieof3 

Contact through Public Mobile online chat.

[popping]

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@Mumzieof3 wrote:

Can’t do any of the above, don’t have his email, password, username…nothing…I’ve tried to send the CS a message.  Thanks. 

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PM account username is the email address used during the account activation.

From OP "don’t have his email"

This is not your account.  Ask the account owner for the email address.  You also need his personal information. like his birthday, his name and address etc, to allow CS_Agent to locate his account.

Did he port his number to another provider?

If yes, his account was closed after PM released his number to his new provider.

Pleas provide more info before we can provide solution.

[darlicious]

@Mumzieof3 

When did you activate the new Sim card? If it was yesterday or today and you used a referral code you will have qualified for the bonus RAF promotion of $25 ($5×5 months) for both the referrer and the referred customer. Hopefully you have your own referral code or a friend or family member's. 

If not you can choose any community member you like and send them a private message asking them to be your friend...lol...seriously just ask for their referral code. They will be happy to oblige. Unsolicited referral codes are against the community's terms of service and should not be used but rather reported. That of course is up to you but repeat offenders need to learn to not spam new members of the community out of personal greed.🤔

[dust2dust]

Can you login to the credit card account? You could disable the credit card overnight and then that would suspend this account. It's rather unfortunate that you didn't express this before. You didn't need to make a whole new account.

[Mumzieof3]

Can’t do any of the above, don’t have his email, password, username…nothing…I’ve tried to send the CS a message.  Thanks. 

[softech]

@Mumzieof3   you could in fact keep your old number with the new sim card

However, sound like you have already activated the new sim card with new phone number.  So, it is too late for that

For your old number/account, do you have the login to My Account?  All you need to do is to login to My Account, go to Payment page , select Manage Payment Method and disable Pre-Authorized payments

https://selfserve.publicmobile.ca/en/account/payment/manage-card-summary

Account will then be suspended on the next renewal day, 90 days later, it will be closed

If you do not have the login to your old account, you can try to Reset Password using the link on the login page.  

If that doesn't help, you can open ticket with PM Support and have them to help to reset the password

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

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