Lost Credit Card

[Tessieboo1952]

Good Morning, 

My aunt who in her mid eighties lost her credit card and by the time she received her replacement card, she had missed her last payment.  She approved my access to her account because she is not very techie.  I’ve been trying to sign in to her account but because she no longer has service, she can’t receive the code by text, and her email was hacked and she can’t receive the no longer receive emails.  What can I do to fix this mess?

[Tessieboo1952]

Thank you.  I have just now contacted them.

[hTideGnow · Accepted solution]

hi @Tessieboo1952 

if you cannot get the code anywhere, you will have to ask PM support agent to help

 you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[BKNS27]

@Tessieboo1952 

The login email is just a login ID so it doesn’t matter if it works as long as the password is correct. You should login.
Calling 1-855-4PUBLIC from your phone and use vouchers to pay and restore service. 

You can purchase vouchers from:

https://www.publicmobile.ca/en/payment-voucher 

[Tessieboo1952]

As I mentioned, her email account was hacked so she can’t send or receive emails.  

[softech]

@Tessieboo1952 

 Try to see if you can get the 2FA code via email:
          On the 2FA screen, click "Didn't Receive code" or "Resend Code" and choose "Send email"  to get 2FA.   

If still unable to get the 2FA code, you will have to engage PM support by direct message.  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

After you able to login, load funds using this link:
https://myaccount.publicmobile.ca/en/account/payment/funds/card
When loading funds for renewal, remember to add E911 fess if you are in the following provinces: AB, NB, NF, NS, NWT, NU, PEI, QC, SK

[hairbag1]

@Tessieboo1952 

Get payment vouchers from Canada Tire ir No Thrills, then dial 611 to add them to resume service. Deal with payment card update at your leisure.