Lost phone - cannot access account to cancel autopay!!

[lenhall]

An employee lost a work phone and public mobile does not recognize the emails or passwords we use in order to access account to cancel the auto pay option. Can you cancel this for us?? We absolutely cannot access the account.

The number is xxx-xxx-xxxx and last 4 digits of card are xxxxx

Please help next payment comes out Feb 23

Edit by Dunkman: removed private information

[DarianDNewell]

Contact moderators with your any info you can find about your account written down:

Phone number, SIM card (if you still have the full card), pin, email, look at balances due, write down your credit card number of you have auto pay, and what service you have purchased with your recharge date.

Perhaps with some of this information the bus can verify its you and help save you money.

[darlicious]

@lenhall 

If the pin# is not working to access services via 611 you will have to contact the moderators to confirm the pin #. Contact thru simon allows account verification without the pin#. What are you trying to achieve? Perhaps it can be done  by accessing the self serve account instead?

[lenhall]

the pin is not working

[darlicious]

@lenhall 

Here are the last 8 ads sent to my email from public mobile/telus.....

[darlicious]

@lenhall 

Is the phone getting replaced? Or do you have a back up phone you can use? Unless you want to cancel the service you can purchase a new sim card and replace it to continue your service in a different phone. But that of course requires account access which at the moment you would need to contact the moderators unless your friend can figure out which email was used to register the account.

In the meantime does your friend have a few different email addresses that they use? Have them search "public mobile" in each email address looking for promotional ads indicating that is the address used. Alternatively they could just try the "forgot password" option and check each email address for the reset email.

Contact the moderators by sending a private message and leave a detailed message explaining your issue ( You can ask them to cancel autopay and/or put the phone in lost/stolen by suspending the service until your friend purchases a new sim card and can then access the account, change the sim card number within and resume service using the lost/stolen feature.) Be sure to add the info to verify your account by including the following information:

1. Full name and address on account.
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Frequently called or texted phone numbers.
10. Activation date.

 The average wait time is 2 to 4 hours but the moderators are backlogged with support requests so be prepared to wait up to 48+ hours. Wait times seem to have improved hopefully back down to 24 - 48 hours.

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

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

[dabr]

@lenhall   Use the 3 dots top right of your post and edit/delete your personal info (tel. no.) from your post as you are on a public forum.

Are you able to dial 611 to cancel the autpay?

Edit:  @lenhall   You can cancel your autopay by dialing 611 but you need to know your 4 digit PIN to do so.

Edit:  @lenhall   Sorry I should have clarified that you (or your friend) need to dial 1-855-478-2542 from another phone to access the  611 service to remove autopay, but you still need the four digit PIN to proceed.

[softech · Accepted solution]

Hi, please use the 3 dots to edit your post and remove the phone number and the 4 digits.  We are not mod and we don't need to know.. (it's a public forum.. it's dangerous to post these information here)

for your issue, open a ticket with the mod:

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca.ada.support/chat/, then select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437