08-08-2019 08:33 AM - edited 01-05-2022 06:19 AM
We are trying to activate my wife's phone
We ordered a SIM card it arrived but now we can not login.
We tried to user the "Forgot your password" option but the system generates this message "Sorry, we’re unable to verify your email address." when we try using the email used to buy the SIM card.
Please help
Solved! Go to Solution.
08-08-2019 11:28 AM - edited 08-08-2019 11:28 AM
@vhcastellanosp wrote:Hi Thanks for your prompt answer
However when I tried to create an account under my name the system reject the phone number (416 xxxxxxx) "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here." and if I try to use my wife's email address (monicasuarezr@gmail.com) doesn't work as explained in my original post
Would it be possible for you guys to detach the phone number from the profile ( I can give you proof that I am the owner) so we can create the new account.
I appreciate your advice
@vhcastellanosp If you are still having issues best to contact PM directly regarding this issue. To contact Public Mobile 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.
Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.
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08-08-2019 11:22 AM - edited 08-08-2019 11:23 AM
@vhcastellanosp wrote:Hi Thanks for your prompt answer
However when I tried to create an account under my name the system reject the phone number (4xx xxx xxxx) "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here." and if I try to use my wife's email address (Xxxxxxxxxxxxx@xxxxx.com) doesn't work as explained in my original post
Would it be possible for you guys to detach the phone number from the profile ( I can give you proof that I am the owner) so we can create the new account.
I appreciate your advice
*** Please note: this is a public forum. You should edit your posts immediately and remove any personal information. ***
If you are attempting to reset your password, you would already have to have a self serve account set up (after activating your SIM as previously mentioned). Have you confirmed you’re using the right email (checked your email accounts for the Public Mobile Welcome email?)
Did you transfer your number from another carrier? ...is it possible your number hasn’t successfully ported yet? You would need to wait until it does. This can take several hours depending on which carrier you transfer from. Maybe try again, if this is the case.
If you did not set up an account before, follow these insturctions:
If you’ve tried everyone else’s suggestions first & still no luck, you may need to contact a moderator, but keep in mind that a reply could take up to 48 hours or more. You can send a private message to the moderator team by clicking here
Knowledge Base Tips on contacting Moderator Team
08-08-2019 10:16 AM - edited 08-08-2019 11:25 AM
@vhcastellanosp wrote:Hi Thanks for your prompt answer
However when I tried to create an account under my name the system reject the phone number (416 xxxxxxxx) "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here." and if I try to use my wife's email address (monicasuarezr@gmail.com) doesn't work as explained in my original post
I appreciate your advice
@vhcastellanosp Click here to register your wife's selfserve account.
08-08-2019 10:13 AM - edited 08-08-2019 01:19 PM
Hi Thanks for your prompt answer
However when I tried to create an account under my name the system reject the phone number (XXX XXXXXXX) "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here." and if I try to use my wife's email address (XXXXXXXX@XXX.XXX) doesn't work as explained in my original post
Would it be possible for you guys to detach the phone number from the profile ( I can give you proof that I am the owner) so we can create the new account.
I appreciate your advice
08-08-2019 09:53 AM - edited 08-08-2019 09:54 AM
@vhcastellanosp wrote:We are trying to activate my wife's phone
We ordered a SIM card it arrived but now we can not login.
We tried to user the "Forgot your password" option but the system generates this message "Sorry, we’re unable to verify your email address." when we try using the email used to buy the SIM card.
Please help
@vhcastellanosp As others have mentioned you need to activate the sim card and create a selfserve account. Please note that you will need to use a different email for your wife's selfserve account (not the same that you used for your account).
08-08-2019 08:40 AM - edited 08-08-2019 08:45 AM
Make sure to activate your sim at https://activate.publicmobile.ca.
Try using a different browser and incognito mode. Also clear your cache. If you still have problems then contact a moderator. Moderator can be reached at https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
08-08-2019 08:39 AM - edited 08-08-2019 08:42 AM
@vhcastellanospYou have to activate the SIM card via activate.publicmobile.ca first. The email address you used to purchase the SIM card is not part of the process.