Need to change credit card but old email is invalid

[Muiseweb]

This is for my wife's account.  She needs to update credit card but the email associated with the account is no longer valid.  She cannot login to the account to change the email or credit card.  Help please.

[Muiseweb]

Issue resolved.  Thank you all.

[RavingRaven]

@Muiseweb 

These informative posts on alternate methods of payment may be helpful if plan renewal or account reactivation is needed immediately before your payment method details can be updated.

Vouchers should be added via 611 on the phone needing payment or by calling 1 855 4PUBLIC and entering the 10 digit phone #. Instant top ups (RTP) are well instant once payment is made and the 10 digit phone # and mobile provider is supplied. Both of these methods will reactivate a suspended account if the plan amount is covered. (Not if lost/stolen is engaged on the account this has to be removed before reactivation will occur.)

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

Good Luck!

[BKNS27]

@Muiseweb 

You can still login to your wife’s account with the old email address and password. The 2FA code will be sent to her phone.

Once you are login to her account on the PM app. You can change the email address under the Account tab>Manage Login (Secured by Eversafe)>click the right arrow to change email.

You can also update the CC under the Payment tab>Update Card Information.

[Phil_Adelphus]

@Muiseweb   The email address for log in is just a user ID, it doesn't matter for that purpose if it isn't valid, have you tried to log in with it?  

[Chalupa_Batman · Accepted solution]

Hello @Muiseweb 

Since her email account is no longer active, she'll have to create a ticket to get help. Just know it may take a couple of days for her to hear back. If her phone is out of service due to non payment, she can go to a place like Shoppers Drug Mart to purchase a Public Mobile voucher and then dial 611 and follow the prompts. This will at least get her up and running until they can resolve the issues at hand.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.