Retrieve login Info for activating new sim card

[Techsmart]

Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.

Thanks, Ross S

[geopublic]

@Techsmart 

The second link in my post allows you to send a message to the @CS_Agent . They are Public Mobile employees and can help you regain access to your selfserve account.

[brettster99]

@Techsmart 

Here is how you go about it if the link doesnt work

• If you need to share personal or account info, send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[Techsmart]

@geopublicHi. The link you gave me yesterday to message mod doesn't do what you described it would do. It just brings me to a community page where I can do a search.

[gpixel]

@Techsmart pin code or not you still need to talk to customer support to register your new SIM card. I don't even know why people are telling you to top up your account... go get your account fixed and then worry about that after.

[Daps]

@Techsmart IVR means Interactive Voice Response system. You can call this number 1-855-4PUBLIC instead of calling 611 from your phone.

[Luddite]

@Techsmart Pleased you are on track to save your phone number. Just want you to be clear, that you will need access to the account, or help from the moderators, in order to register/activate the new SIM in that account.

Apologies if this info is already been given somewhere in these 5 pages. 

[dabr]

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@Techsmart wrote:

@NaepalmHi I have been telling everyone that I cant use the 611 option. The phone is lost. We have purchased a new phone and will be getting a sim card later today. I will use the voucher to make payment from 1-855-4PUBLIC and Im hoping I wont need the pin there. But Im trying to verify that I wont need pin# at 1-855-4PUBLIC? thanks 

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@Techsmart   Yes the 1 855 4PUBLIC is the alternative if you are unable to use 611.  You should be able to make a payment using that without the need for a PIN.  Just follow the prompts after dialing.

[geopublic]

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@Techsmart wrote:

sorry, but no pin required to make payment on 1-855-4PUBLIC?

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@Techsmart  Correct, no PIN is required when making payment using 1-855-4PUBLIC.

[Techsmart]

@NaepalmHi I have been telling everyone that I cant use the 611 option. The phone is lost. We have purchased a new phone and will be getting a sim card later today. I will use the voucher to make payment from 1-855-4PUBLIC and Im hoping I wont need the pin there. But Im trying to verify that I wont need pin# at 1-855-4PUBLIC? thanks 

[Naepalm]

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@Techsmart wrote:

@dabrthat last question was for you

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Please note you’ll need to pre-register a payment card via Self-Serve before being able to top-up through *611 with a payment card.

1. Dial *611 from your phone.
2. Press 1 from the main menu.
3. Press 2 to pay with your pre-registered payment card.
4. To make a payment equal to the amount due on your account, press 1. To select the payment amount from a list of options (i.e. $20, $40, etc.), press 2.
5. To confirm your selection, press 1 once again, and you’ll hear a message confirming your choice.

Or voucher:

Pay With A Payment Voucher

1. Press 1 from the main menu.
2. Press 1 to select payment via voucher.
3. Enter the 12 digit pin from your payment voucher. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. Below is an example, so you know what to look for:

[Techsmart]

@dabrthat last question was for you

[Techsmart]

sorry, but no pin required to make payment on 1-855-4PUBLIC?

[dabr]

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@Techsmart wrote:

@Daps @dabr @geopublic ok, guys just so I'm clear, I cant use 611 and I understand that wouldn't need pin because you would be using your device that belongs to that #. So I don't need pin to make payment on 1-855-4PUBLIC? And what is IVR?

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IVR is the automated 611 system.  Here is link curtesy of @Anonymous  that explains it all.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352?search-action-id=44085117349&search-result-uid=289352

@Techsmart   It might be easier to contact moderators if you are unable to use 611.  You can use this link: https://publicmobile.ca.ada.support/chat/

Responses from moderators will appear in your envelope icon (top right above your screen). 

[Techsmart]

@Daps @dabr @geopublic ok, guys just so I'm clear, I cant use 611 and I understand that wouldn't need pin because you would be using your device that belongs to that #. So I don't need pin to make payment on 1-855-4PUBLIC? And what is IVR?

[gpixel]

@Techsmart you should, cause even I need a rest from reading this whole topic. holy moly!

#wts!

[Techsmart]

@kselmakThis is a great idea. I will definitely do this on another day soon. I need to rest from this experience as it was a lot more then I bargained for getting this issue resolved, Whew lol

[Daps]

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@geopublic wrote:

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@Daps wrote:

@Techsmartif you dont know your pin, you might not be able to make a payment by calling 1-855-4PUBLIC.

In this case, you must contact moderators by sending them a private message

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

Hopefully you will regain access to your self serve account before the 90 days are up and it expires.

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@Daps  PIN is not required to make payment using Public's IVR system.

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Thank you good to know!

[dabr]

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@Techsmart wrote:

@Dapswas just informed by @dabr & @geopublic that I don't need pin to make a payment. Mind you I am a little surprised to hear you don't need one as everything seems to require a pin# these days

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@Techsmart  PIN not is required for making payments via 611 but would be needed if you were purchasing add-ons.  It can get confusing...

[kselmak]

@Techsmart 

You may be lucky as the moment when account suits down the number is not operational and you can't leave any voicemail. That being said, you probably don't have much time left.
You should contact moderators about it.
To get your accounts on order I would highly suggest using aliases, my life became much easier after I found out about it.
If you are using Gmail, it's really easy.
name@gmail.com gets all emails of name+1234@gmail.com or name+abcd@gmail.com as well as name+9051235567@gmail.com
If you put the phone number after+ you will always know what number it's for.
When you figure this sim situation I suggest you talk to mods and ask them to change the logins.
Good luck

[Techsmart]

@Dapswas just informed by @dabr & @geopublic that I don't need pin to make a payment. Mind you I am a little surprised to hear you don't need one as everything seems to require a pin# these days

[geopublic]

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@Daps wrote:

@Techsmartif you dont know your pin, you might not be able to make a payment by calling 1-855-4PUBLIC.

In this case, you must contact moderators by sending them a private message

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

Hopefully you will regain access to your self serve account before the 90 days are up and it expires.

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@Daps  PIN is not required to make payment using Public's IVR system.

[Daps]

@Techsmartif you dont know your pin, you might not be able to make a payment by calling 1-855-4PUBLIC.

In this case, you must contact moderators by sending them a private message

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

Hopefully you will regain access to your self serve account before the 90 days are up and it expires.

[dabr]

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@Techsmart wrote:

@dabrYes you and @geopublic have been so helpful! one more thing, when I try to make the payment will it ask me for a pin as Im not sure what it will be. I have a few so I will be guessing and not guaranteed to get the right one.

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@Techsmart   No PIN needed if you already have a CC registered on that account, nor if you pay using a voucher.

[geopublic]

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@Techsmart wrote:

@dabrYes you and @geopublic have been so helpful! one more thing, when I try to make the payment will it ask me for a pin as Im not sure what it will be. I have a few so I will be guessing and not guaranteed to get the right one.

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@Techsmart  No, the PIN is not required.

[Techsmart]

@dabrYes you and @geopublic have been so helpful! one more thing, when I try to make the payment will it ask me for a pin as Im not sure what it will be. I have a few so I will be guessing and not guaranteed to get the right one.

[geopublic]

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@Techsmart wrote:

Sorry This is my first time here and I don't know what Im doing. Its also making me dizzy keeping up with all these responses. Im old school and not used to this. I was expecting just one person to deal with me. however it seems to help as I can see not everyone has the right answer or the best way to proceed. Only one person has been able to help me find out quickly if the # was gone or not by dialing the public mobile # and then entering the lost phones # and then it asked me if I wanted to proceed with a payment which verifies it still there.

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@Techsmart  Ok good. Just submit a ticket to PM to regain access to your selfserve then just purchase a new sim and use the "change sim" option located on the front page of your selfserve account and you should be good to go.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking  here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[dabr]

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@Techsmart wrote:

Sorry This is my first time here and I don't know what Im doing. Its also making me dizzy keeping up with all these responses. Im old school and not used to this. I was expecting just one person to deal with me. however it seems to help as I can see not everyone has the right answer or the best way to proceed. Only one person has been able to help me find out quickly if the # was gone or not by dialing the public mobile # and then entering the lost phones # and then it asked me if I wanted to proceed with a payment which verifies it still there.

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I believe you are referring to @geopublic's suggestion then, which is good because the account is not lost if you are being allowed to make a payment.

Edit:  No need to apologise for not being familiar with how this forum works, it is a little confusing when posting for the first time.  Everyone responding here are customers like yourself but moderators are PM employees and only they have access to your account.  The rest of us can offer advice/suggestions which have been known to help out before the need to get in touch with moderators.

[dabr]

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@Techsmart wrote:

The problem isn't reusing a new sim, I need to reuse the same #. The sim is lost, I have to get a new one

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@Techsmart   Now I'm a little confused, didn't you say the account seems to suspended and is giving you an option to make a payment?  If that is the case then make the payment ASAP using either a Visa, MC or Debit Visa or BMO Debit MC or a prepaid voucher from retailers, or online at Recharge.com, Ding.com or Xoom.com.  There is a fee for using the online vouchers.

[Techsmart]

Sorry This is my first time here and I don't know what Im doing. Its also making me dizzy keeping up with all these responses. Im old school and not used to this. I was expecting just one person to deal with me. however it seems to help as I can see not everyone has the right answer or the best way to proceed. Only one person has been able to help me find out quickly if the # was gone or not by dialing the public mobile # and then entering the lost phones # and then it asked me if I wanted to proceed with a payment which verifies it still there.

[Techsmart]

The problem isn't reusing a new sim, I need to reuse the same #. The sim is lost, I have to get a new one