Logging into my account

[Tell]

I have been trying to access my old account that I have a sim and a number that's all active I am getting the confirmation texts through and I am currently using the phone number however when I log in it asks me to set up a new sim. How do I get around this? I already pay monthly for my account it is charged to my account but I cannot log in. 

[Tell]

That is what I see and I cannot go any further unless I enter a new sim card which i already have one set up

[hTideGnow]

HI @Tell 

the new sim message just mean the My Account wasn't setup properly. Either the online account was never setup , some activate in stores from years ago, or the EverSafe introduction earlier didn't setup your account properly.  Just submit ticket with Customer Support agent and they can sort it out

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

[Abheer]

Hi @Tell 

So you're saying that when you log in, it is asking you to set up a new SIM but then you say you can't log in, when you log in, what do you see? A screenshot (with confidential information blurred out) would be helpful.

[TheSterlinger]

Customer Service Agent, they work for Public Mobile.

[TheSterlinger]

Not sure why it would be asking you to set up a new SIM, did you order another one?

If you didn’t the you want to speak to a Public Mobile CS agent out about it.

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

[Tell]

What is the CS agent

[Zanfai]

Likely have to reach out to a CS-Agent