Please Help!

[ARainford1710]

Several weeks ago we tried to upgrade my daughter to a new plan - from 15 dollars a month to 25 dollars.  It looked like it was going to go through, but then when the new plan was supposed to kick in, the old one expired and the new one didn't start.  She has had no service for the last several weeks and every time we try to log into her old account we can't get in - says it doesn't recognize her password and we keep getting locked out.  I got in this time by initially accessing my son's account.  Can someone help please?  We would like to get her up and running again.  Thanks. Alexis's mom.

[darlicious]

@ARainford1710 

This is a known glitch wen upgrading a plan. Autopay does not recognize the higher plan amount and attempts a payment of the lower amount causing it to fail. If you cannot access her self serve and/or you do not know the 4 digit account pin number to pay with the credit card on file thru 611 Then purchase a pm voucher to cover the entire $25 plan amount and enter via 611 by pressing (1) and (1) again and enter the 12 digit pin #.

Vouchers from 7/11, SDM, Shell stations and London Drugs are all immediately valid upon purchase and can be loaded on the spot. You can also load them by calling 1 855 4PUBLIC and entering the 10 digit phone number of your daughters phone and following the above procedure.

[BKNS27]

@ARainford1710 

Just click on Forgot Password on your Self Serve account and clear the cache and into incognito on your browsers.

[Anonymous]

@ARainford1710 

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

and try open one Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

check your email spam,

or 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%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

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

• please include in your message,
  
• phone number,
• account 4 digit pin,
• 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: For 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.

[t_p]

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@ARainford1710 wrote:

Several weeks ago we tried to upgrade my daughter to a new plan - from 15 dollars a month to 25 dollars.  It looked like it was going to go through, but then when the new plan was supposed to kick in, the old one expired and the new one didn't start.  She has had no service for the last several weeks and every time we try to log into her old account we can't get in - says it doesn't recognize her password and we keep getting locked out.  I got in this time by initially accessing my son's account.  Can someone help please?  We would like to get her up and running again.  Thanks. Alexis's mom.

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@ARainford1710 

Can you call 611 on her phone? What message do you get?

If you can't log into her account after trying the above mentioned tips, you'll need to contact CS for help via:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"
or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[hTideGnow · Accepted solution]

@ARainford1710   for no service issue, maybe Autopay failure?  quickest way is to try manual top-up using *611 , but you need to enter the PIN

Best way is to get the My Account access back first.

did you try using Forgot Password link?

If you are unable to reset password that way, you will have to open a ticket with PM: using the Chatbot on the lower right or  https://publicmobile.ca/chatbot. .  Follow these steps:

1. type: Change username
2. Click " Forgot Self-Serve Email"
3. Click "Contact Us"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[hairbag1]

@ARainford1710...try a different web browser...use incognito mode, clear out cache files...then try to log in again.

edit...how long is "several weeks". The account is dead after 90 days in suspension.

[CountyDownIeUk]

Have you tried the ...forgot password process?

Should be SAME account with different plan. 

If you get into her account it may have all your answers or leads to pursue.