Shutdown an account

[aw_mobile]

So I have an old account that could not be accessed by me nor a customer support agent because inputting the correct password was locking me out of the account and I had 2FA enabled. My service wasn't working, and public mobile's email reset function wasn't working either for some reason. So the agent told me to get a new sim card and set up a new account. The problem is that I want to use my old email with this new account, but the registration won't let me. How can I shut the old account down so that I can use my email with the new account?

[darlicious]

@aw_mobile 

That seems to be a cop out by the customer support agent. Can't be that difficult to recover your account and @dust2dust has brought up some valid points especially about being on the old $$ rewards program if that applies to you.

Try using a voucher to reactivate your service through 611 or by calling 1 855 4PUBLIC and entering your 10-digit phone number. Read the following linked post for information on reactivating your account.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

When do you do this then you can go about recovering your account and resetting your password. If you know your email and it's in use causing you to not be able to use it for a new account then there's no reason a customer support agent can't help you access your current account.

[dust2dust]

When was the last time you paid (or autopay) on this account? If that was less than 4 months ago then you would want that account back. If more than 4 months then yes it's gone. Unless you carried a balance. If the account was from before late January then you would want it even more for the old rewards system.

Do you have any of the old emails from here like welcome and some marketing?

Do you still have the sim? What happens when you dial 611? Or even from another phone call 1-8554pu-blic and enter your number?

[softech]

@aw_mobile  not sure if PM Support can help.. but I believe you need PM support help to move the number into the new account?  i don't think they can close off the account yet

honest, creating new email is easy enough, just create a new Gmail account for this purpose, at least temporary.  After everything is set, you can ask PM support to try to change the email back to your proper one again.  I guess at that time, PM support can officially close the old account. 

[Meow]

How it is possible that agent cannot access your account IF account is Active?

Is it active? Do you use it right now?

If yes, I would contact agent again; maybe you get somebody who knows how to assist.

[Outdoorsman]

@aw_mobile Hi if you are having issues like that I would advise you get a new Gmail account and don’t waste your time trying to get your old email to work it usually won’t let you create a new account with old email anyway

[shinchu99]

@aw_mobile well Once you register your Old account with your Current Email you will not able to use the same Email address for an NEW account you need to get an NEW Email address register  in order for your New account to work.