Setting up online account

[nanaman]

Hello, I currently have a PM account and I yesterday I just set my daughter up by activating the SIM and choosing a plan, her phone is up and working fine. However, I'm having problems setting up an online PM account up for her so we can go in and check the status of her account and make changes if needed. 

I click on "Create Account" in the PM login page and it asks for her phone number, I enter it but it's giving an error "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here". 

Can anyone provide some guidance on what I need to do to setup this account?

Thanks

[geopublic · Accepted solution]

---

@nanaman wrote:

Yes, I activated her account online and I did use a different email from mine, I used her email address. 

---

@nanaman  It's possible that during activation there was a typo when entering the email and that is why you can't get in. 

If you can't access the account then best to submit a ticket and ask them to verify the email on the account.

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 

[gblackma]

@nanaman did you get the PM welcome email? If you didn't, try logging in again when you do. If that fails again. Contact the moderators and ask them to fix it for her. There are 2 ways to contact the Moderator Team:

• Faster response- 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 the Moderator Team. Click here to get started.
• Slower- 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.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[Triguy]

Here’s when and how to contact the Moderator Team:

• 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 the Moderator Team. Click here to get started.
• 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.

[nanaman]

Yes, I activated her account online and I did use a different email from mine, I used her email address. 

[nanaman]

Thank you for the your advice. I tried logging in with the credentials (email & password) that I entered when I setup her plan but the system doesn't recognize her. I also tried the "Forgot your password" option and I get the following message when I enter the email address I used when I setup her plan. "Sorry, we’re unable to verify your email address". Any thoughts?

[geopublic]

@nanaman  The online account gets created during activation. Did you activate her account online or at a retail location? The username is the email that was used during activation hopefully you used an different email than the one you use for your account.

[gblackma]

@nanaman if you signed her up online then you created a self service account at the same time. Try logging into to it. Stay safe. 

[Triguy]

Your self serve account gets created during sim activation.

If you can't login then try using a different browser and incognito mode.  Also clear your cache and cookies then reboot and try again.