Two accounts

[Fiona3]

Beyond frustrated..last month I couldn't login to my account to pay monthly payment . It wasn't recognizing my email or password ..thru many attempts I gave up and started a new account with a new sim card ..this month I tried logging In and now it's only recognizing my old account...sending verification codes to my old Number   . How do I go about resolving this ?? Please 🙏  help 

[Fiona3]

I'm getting my codes..I just need to cancel my old number and keep my new one..I thought I fixed it but it still is using my old number

[softech]

@Fiona3 did you try using browser and  Incognito mode to login with the new account?

If you are using app, force close the app and clear clear and try again

If it still trying to send to the wrong number, see if you can ask the Resend code and Send email instead

Once you can login to My Account, you can go to Profile page, then click Manage EverSafe ID and then change phone number to the correct one

https://myaccount.publicmobile.ca/en/account/my-profile

[Fiona3]

Yes that's what's happened ..I need to cancel one and keep the other but only receiving codes to my old number   hopefully have this resolved soon as I am on process of speaking with someone..thank you 

[Deleted]

After the code is sent to your old number click on try again and select sent by email. 

[esjliv · Accepted solution]

@Fiona3 - um, sounds like you may have two accounts, unless I am misunderstanding what you are doing?

If you paid for 2 different activations, then you likely have two live accounts going. Meaning you will get charged twice every 30 days. 

Can 1-855-478-2542 or # 1-855-4PUBLIC from another device or line and see what the status says on the old and new number. Do they both recognize an account?

If so, ask CSA if they can fix this for you. Ways to contact them below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well). 

3 -Use this link (same as #2)  Private Message to Public Mobile Customer Support Agents (CSA)

[softech]

@Fiona3   for the email and password, did you try the Forgot Password link to see if the email linked to the phone number was indeed correct?

you can first try to Forgot email link  ( https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true  ) and then Forgot password link  ( https://eversafe.id.telus.com/user/forgotpassword?locale=en&ForceAuth=true ) on the login page there. They will send you the "hints" via SMS/email. 

If that does not help, it could also be a problem from the recent migration to EverSafe system and your account (email and phone number links) wasn't migrated successfully.   Please open ticket with PM support

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

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