Unlock my wife’s account

[antosha-85]

Hey guys. 

I was posting a message 4 months ago on how to unlock my wife’s account as I couldn’t log in and failed to answer security questions. I know it was ridiculous and I wanted to cancel the auto fill as she was out of Canada and I don’t know what I did but I managed to get it canceled maybe even without logging in. 
Now I have a reverse problem. I would like to start using my wife’s account but I can’t login and when I try to recover a password I don’t get any email maybe prompting the account doesn’t exist. 
What can I do it now? This public mobile system is soooo confusing! Which link should I use to log in? There’s two accounts for community and personal, which makes it even more confusing. 

Thanks in advance for your answers. 

[darlicious]

@antosha-85 

Call 1 855 4PUBLIC and enter your wife's 10 digit phone number. If you get a message saying it cannot be found you know the account has been cancelled. Then try calling the phone number. If it's out of service you know it's available. If it was originally a pm/koodo/telus phone number a CSA may be able to retrieve it for you. Contact customer support and ask if that is possible. If so run out and get a sim card to activate and follow the instructions from the CSA on how to get the number assigned to the account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

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@antosha-85 wrote:

I wonder if the phone number is gone or not? it was definitely inactive for more than 90 days. What can be done in that case? she has a SIM card. Is it possible to create a new account using the same phone number and SIM card?

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if inactive for more than 90 days, the number would have gone from you.

Was it an PM number originally or was it from another provider and you have ported into PM?

If it is a PM number, yes, as @kb_mv , CS Agent might be able to get it back for you

But it is a number ported into PM, then then number would have returned to the original carrier and you have to check with that carrier

[kb_mv]

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@antosha-85 wrote:

I wonder if the phone number is gone or not? it was definitely inactive for more than 90 days. What can be done in that case? she has a SIM card. Is it possible to create a new account using the same phone number and SIM card?

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@antosha-85 Unfortunately you will need a new sim card and open a new account. A customer service agent "may" be able to help you get the same number if it hasn't been reassigned.

[antosha-85]

I wonder if the phone number is gone or not? it was definitely inactive for more than 90 days. What can be done in that case? she has a SIM card. Is it possible to create a new account using the same phone number and SIM card?

[Yummy]

If you managed to cancel 'auto fill' or maybe you are talking about autopay and you did not pay plan renewal for more than 90 days - your account has been cancelled, deleted and number lost.

You will have to figure out if your wife's account still exists. Try to find her email used to log in. Password too.

If nothing works, contact agent for assistance and to confirm if her account still exists.

[kb_mv]

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@antosha-85 wrote:

Hey guys. 

I was posting a message 4 months ago on how to unlock my wife’s account as I couldn’t log in and failed to answer security questions. I know it was ridiculous and I wanted to cancel the auto fill as she was out of Canada and I don’t know what I did but I managed to get it canceled maybe even without logging in. 
Now I have a reverse problem. I would like to start using my wife’s account but I can’t login and when I try to recover a password I don’t get any email maybe prompting the account doesn’t exist. 
What can I do it now? This public mobile system is soooo confusing! Which link should I use to log in? There’s two accounts for community and personal, which makes it even more confusing. 

Thanks in advance for your answers. 

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@antosha-85 If your wife's account has been dormant for 4 months you are likely out of luck. Anything past 90 days and the account is closed and the number is lost.

Edit: Scooped by @Spudster on the time limit. As they have said you can always try customer service.

[Spudster · Accepted solution]

@antosha-85 

If the account has been inactive for greater than 90 days, it's gone, permanently deactivated.

Otherwise, if you can't access services on an account that is still active, try contacting the support agents:

Customer Support Agents can help.  There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

[softech]

@antosha-85   The best way to recover the login credentials in this case would be to open ticket with PM support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

***Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there