Need to auto top up

[Tara400]

Hello I can't make an account to do auto top up it says I have an account already with my number but I dont 

[darlicious]

@Tara400 

Once you gain access to your self serve account this will help you with payment cards etc...

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

[darlicious]

@Tara400 

No you have to recover the original email used. Do you still have access to it? The easiest way will be to contact the moderators.You will probably want to change it....to the same as your community email?

Send a private message...   Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
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. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the moderators click below:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech · Accepted solution]

@Tara400   did you try to use Forget password button?  Or maybe any chance you have used another email instead?  Try the Forget Password button for any email addresses you have.

If you still cannot figure out which email address you used, you will have to contact mod to get that sorted out:

(After you open a ticket with mod, please monitor your Community inbox, envelope on the top right.  Mod will communicate with you via messaging within Community)

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/chatbot , then type "Submit a ticket", 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

[Tara400]

I have an account but I dont have that email address anymore and it wont let me make a new account with my same number 

[darlicious]

@Tara400 

Did you activate online? If so you automatically created your account. You need to put your email in as your username and the password you entered when you activated. Use the account log in not the create an account log in.