11-22-2021 06:51 PM - edited 01-06-2022 04:03 AM
My SIM card was stolen and I don’t have access to my online account.
Please I need help canceling the number .
Thanks
11-22-2021 07:14 PM
Contact customer support. Give them as much info as you can to verify ownership of the account. They can help you either finish setting up your self serve account or gain access to it. You will not be able to set it up or change a sim card if you don't have access to your sim card in a phone or for sim card changes your sim card and/or your email if that is also the case.
Have the CSA suspend your account via lost/stolen until you can purchase a new unactivated sim card to perform a sim card swap in your account. Again the CSA can do this for you if necessary.
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:
If you cannot remember your pin # include at least three ( if they apply)of the following:
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
11-22-2021 07:03 PM
Why can’t you access your account?
Forgot your password?
As noted by others, contact the CS Agent to report the stolen phone & SIM. They will need your special PIN and phone number etc for the CS Agent to help you.
11-22-2021 06:57 PM
After getting access to your self-serve account through the Customer Support Agents, make sure to mark your account as "Lost/Stolen" to temporarily suspend the account. This will ensure the person who stole your SIM will have no access to your account services.
Then, locate a retailer that sells Public Mobile SIM cards (or go through Public Mobile or through Canadian Cell Supplies).
Then, you can use the Change SIM card feature on self-serve, enter your new SIM card number and then remove the account suspension.
Hope things work out for you!!!
11-22-2021 06:56 PM - edited 11-22-2021 06:57 PM
@EDITH5 wrote:My SIM card was stolen and I don’t have access to my online account.
Please I need help canceling the number .
Thanks
@EDITH5 - why don't you have access to your account?
Have you ever created one? If not, you can do that here: https://selfserve.publicmobile.ca/self-registration/
IF you did create one before, try the Forgot your Password option here: https://selfserve.publicmobile.ca/forgot-password/
EDIT: once in your account, list your phone in lost/stolen status.
See instructions here: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone
11-22-2021 06:55 PM
call 1 855 4PUBLIC ... if you can remove your Autopay.
Missed a payment? After your plan expires, all you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.After 90 days of non-payment, your account will be permanently deactivated, which means you will:
11-22-2021 06:54 PM - edited 11-22-2021 06:57 PM
Why don't you have access to your account.
Don't contact the CSA just yet like advised above.
Do you know your email address and password you used to login to your account? Do you have access to a computer or another mobile device?
11-22-2021 06:52 PM
@EDITH5 wrote:My SIM card was stolen and I don’t have access to my online account.
Please I need help canceling the number .
Thanks
Do you usually pay with vouchers or with credit card on file ?
11-22-2021 06:52 PM
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 by CS_Agent,and Submit a Ticket,
Good Luck...