Transfer

[chloezhang843]

Hi, How to change my father’s phone from ctexcel? I already have transfer code. Thanks! 

[chloezhang843]

Thanks i just submitted a ticket. 

[softech]

@chloezhang843   you should be able to just open ticket via messaging support:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[chloezhang843]

Hi i did what you said but the last step i can’t verify with 4 PIN numbers. I tried 2 ways but both are not work. 

[softech]

@chloezhang843 

 ctexcel is not a provider on the porting list.  I think you need to open ticket with PM Support and have them to manually port the number into PM for you

Can you login to My Account?  if so, use method 1 below to open ticket .  If you cannot login to My Account, use Method 2 below:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[chloezhang843]

Hi，I reset the password but it is still not working. So how to do it. 

[darlicious]

@chloezhang843 

You would be better off contacting customer support to make the port request.   

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

Edit:

It's difficult to find out info on the porting out process for that provider but since you have a specific code then you definitely need a CSA to request porting. Just ensure you keep the old provider Sim card in the phone to reply YES to the PAT (porting authorization text) within 90 minutes of recieving it.

[JK8 · Accepted solution]

@chloezhang843 

If your are trying to get into the pm account and don’t know account email or pm:

You can try contacting an agent.

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

[chloezhang843]

I forgot his account and password. How to do it? Creat it new one? 

[chloezhang843]

He is in CTexcel now and change to public mobile. But i already have transfer out code. But i will try what you said. Thanks 

[softech]

@chloezhang843 you want to port in?? login to his My Account, go to Profile Page, click Change number and select Transfer and follow the step