Says my email or pin are wrong

[Mylahrayne22]

It says my email or password are wrong I know that they are right. How do I fix this? my credit card payment didn't go threw and I forgot my pin so when I added a public mobile voucher i couldn't activate my plan or use the money from the activation card cause I forgot my pin this was a week ago I can't use my phone at all...no wifi calling or texting I thought putting the card on I wouldn't need to activate my plan

[BKNS27]

@Mylahrayne22 

Remember that there are 2 accounts:

- PM Community account (this one)

- Self Serve account

Most new members mix them up.

[esjliv]

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@Mylahrayne22 wrote:

I know I don't need a pin to add a voucher but nothing has happened since I added the voucher it's still at $20. It's been deactivated for a week cause my cc was graded and had to get a new one. And then I try and ask the moterator Simon but it tells me my user name is incorrect

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@Mylahrayne22  SIMon Chatbot is likely asking for your Community username and password, not your Self Serve one.

[BeachNBeer · Accepted solution]

@Mylahrayne22  Simon the chat bot is an automated bot that really is not helpful nor human.

The easiest way to reach support is via private message at link below. You'll be sending them a message on these forums and they will Private message you back to your inbox. (The envelope icon top right of your screen). They are the only ones that are human and actually work for Public Mobile. They have full access to your account to help you. No one on these forums have access to your account we are all customers like you.

Click below to write them. 

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

[Mylahrayne22]

And I meant I can't call text or have no data I didn't mean wifi calling

[Mylahrayne22]

Credit card was frauded*

[Mylahrayne22]

I know I don't need a pin to add a voucher but nothing has happened since I added the voucher it's still at $20. It's been deactivated for a week cause my cc was graded and had to get a new one. And then I try and ask the moterator Simon but it tells me my user name is incorrect

[esjliv]

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@Mylahrayne22 wrote:

It says my email or password are wrong I know that they are right. How do I fix this? my credit card payment didn't go threw and I forgot my pin so when I added a public mobile voucher i couldn't activate my plan or use the money from the activation card cause I forgot my pin this was a week ago I can't use my phone at all...no wifi calling or texting I thought putting the card on I wouldn't need to activate my plan

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@Mylahrayne22  - you don't need your Account PIN to add a voucher to your account when calling from your public mobile device.

Were you trying to add the voucher calling the 1855 number?

There is no wifi calling at Public Mobile can you explain?

How long has your account been in suspended status? After 90 days in this status, you phone number, account and access to self serve is closed/gone.

OR, have you ever created a self serve account before? If not you can register here:

https://selfserve.publicmobile.ca/self-registration/

Otherwise, submit a ticket as @BeachNBeer to CSA to help with your login issue.

[BeachNBeer]

@Mylahrayne22 On the forums we are all customers like you with no access to your account.

Send them a private message at link below.

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

[Mylahrayne22]

I am logged in too!

[Mylahrayne22]

I try it asks me to log in then tells me my email is wrong

[BeachNBeer]

@Mylahrayne22 

Contact customer service agents. 

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.