Old Account Unrecognized

[EricG11]

I am trying to change my plan but when I log in to the app or online (computer or phone), it seems that public mobile doesn’t recognize that I have a plan already. It recognizing my log in but then it makes me select a plan, select a Sim and put my payment info in again. It won’t let me manage my account. When I put my SIM card number in it says my SIM is not valid. This does not make sense since I have been with Public Mobile for almost 4 years, I am currently with them and using their data to make the switch. In the past it was very easy to log in, see your old plan, and switch. I can do the eSIM and put all my info in again but I’m scared I’ll get double charged. I really don’t understand why I can’t see my profile and see my old plan.

Can anyone help me here?

[EricG11]

I am registered with Eversafe as it asks me to do a 2 phase login every time I log in. I sent a message to that Agent you recommended. Hopefully that works. 

Thank you

[HALIMACS]

Have you ever registered for an Eversafe profile since the changes earlier this year? 

Try doing this first, then try logging in again.

If you cannot get access, reach out to customer support:

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.