Log in

[Chantalbb23]

I'm unable to log into my active public mobile account I'm locked out of my email to get the two step code and I can't get a text because I'm trying to set my new phone up and I have a esim.. please help I can't activate my phone without logging in

[softech]

@Chantalbb23 

did you try what suggested above to try to make the esim works?  If it is setup correctly and works, then the login problem will be solved

if you need support's help, please message them here (but they will likely reply in the morning)

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there   

[Chantalbb23]

Sorry if I wasn't clear.. this account isn't the one I have active...I made this one to ask how I can get access to my normal one.. I know my email and password but I can't get a code because my esim isn't hooked up.. and I can't get a code to my email because I'm locked out of it.. how can I reset my two step verification on my original account and change the email on it

[softech]

@Chantalbb23 

let's try to get the esim working

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself. 

If you missed the step to install by the app, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there