Number Transfer Issue Please help

[Xiaolei]

Dear support team

I transferred my first line number from Fido to Public Mobile this morning.

As I was trying to transfer my second line to the same account at Public Mobile, my first number disappeared and I can no longer use it.

Please please help me ASAP, i need my number for important work.

Regards

Xiaolei

[BKNS27]

@Xiaolei 

Only 1 account/1 email address so you can’t have 2 accounts on one email address.

The main question is: did you reply with YES to the text in the first account with the Fido SIM in the phone? You have up to 90 minutes to reply to the text.

If you did then the first account would be created and when you tried to create the second account. It would say that the account is activated/subscribed.

If you didn’t reply to the text then porting was not completed and you Fido SIM still works.

In both cases, you need a CS_Agent to restart the porting process for you and fix the issue with the second account by private messaging at:

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

[Handy1]

@Xiaolei  You can’t have 2 phone numbers on the same account . Each phone number is its own account with its own email . You can start with the porting team to see what they can do to help in this situation . Will send you the phone number private message . And here’s the direct link to public mobile support to help straighten things out . It seems to me you created account transferred number from Fido and trying to create second account just transfers that number in over your first account . You may need to contact Fido to get that first number your transferred over back 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[JRod · Accepted solution]

@Xiaolei 

Hello. With Public Mobile you need to have an account with a different email for each number. You cannot have multiple numbers on the same account. 

Please reach out to customer service for assistance 

Use the link below to directly message a customer service agent for support. They will answer you in the mailbox here on your community account so please keep an eye on that. Click the profile picture on the right side of the screen (beside the bell icon) to view the messages or the envelope icon when on desktop. 

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

[softech]

@Xiaolei 

why would you try to port your second number onto the same line?  One line/account can only take one number

I think it is not too late, you can likely CANCEL the new porting request

There is a number to call to talk to live support,  they can sort it out for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed