Lost my phone and need to cancel my account

[melanieburnip]

I lost my phone, and have switched to another provider. I tried to go into my account to cancel it, but because of two step authentication, the only options are for them to send me an SMS text or send me an email. I’ve clicked send me an email several times and it’s still not sending me an email. How do I get into my account so that I can close it?

[pmva]

If you need to contact CS Agents here's how you do it.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[Yummy]

Since you switched to another provider, if you port your PM number to that provider your PM account will be immediately closed.

If you are Not porting PM number out then contact agent to assist you.

[Dunkman]

@melanieburnip 

Did you port your PM number to your new provider?  If you ported your number over, then your PM account will automatically close.  You will not need to do anything further.

If you choose a new number with your new provider, then your PM account should still be active.  The website is finicky, try to login with a different web browser, clear cache or incognito mode.  If you have access, then turn out pre-authorized payments.  Once your account is suspended more than 90 days, your PM will be permanently closed.  If you are still having issues with access, you will need to contact customer service agent. 

[hairbag1]

@melanieburnip 

send a message to the CSA's with as much account info as you can ie phone number, name on account etc...

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