Not able to submit ticket

[anuragiu]

Hello All - I am trying to submit a ticket to reverse my payment (as I made a wrong add on purchase) but I am not able to submit the ticket. Its asking to authenticate either using my account credentials or by providing additional info about account , I tried both ways but its not authenticating and hence I cant submit my ticket . Please help

[esjliv]

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@anuragiu wrote:

Hello All - I am trying to submit a ticket to reverse my payment (as I made a wrong add on purchase) but I am not able to submit the ticket. Its asking to authenticate either using my account credentials or by providing additional info about account , I tried both ways but its not authenticating and hence I cant submit my ticket . Please help

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@anuragiu  - have you ever registered for a Self Serve account? If you activated instore, it may not even be set up yet.

If you are a customer, you can register for an account here: https://selfserve.publicmobile.ca/self-registration/

[Anonymous]

@anuragiu 

sometime the Add-ons not going through, can you sign in to Self-Serve, to review your account, if you found at Available Funds: $$

that good you can 

Try To Purchase Add-Ons Using Your Self-Serve Account

Follow these steps:

1. Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
2. Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
3. When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
   • You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’
4. Select ‘Confirm my purchase’,

5. after purchase successful you have to do Rebooting your phone
   what is meant by rebooting the device turn off and turn it back on.

or try close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent

• you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck......

[darlicious]

@anuragiu 

Then click on the "spoiler" and just send a private message. It's the only way I contact customer support.

[anuragiu]

I tried self serve account credentials - still not working 

[darlicious]

@anuragiu 

Or as suggested by @dabr  send a private message. This is my method.

Spoiler

Send a private message...   Contact the CSA's (formerly 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 CSA's (formerly 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 CSA/Moderator_Team.

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

[darlicious]

@anuragiu 

Are you using your community account credentials? Use your self serve details instead.

[dabr · Accepted solution]

@anuragiu   Try clicking the envelope icon top right and send a private message to CS_Agent instead if you're having problems with the chatbot.

Edit:  Hmm...I'm finding the new inbox confusing to try sending a message, so try this link instead:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437