cancelling subscription

[Dp66]

I bought a PM sim card for my child to use it in a smart watch, but it did not work as expected.  Received calls but could not make a call/message so I need to cancel her subscription. Trying to access to her account to cancel subscription, when I tried to log in, I got a message to enter a code.  I got the code by email and when I entered, I am asked to enter code sent to her phone number.  She does not have the sim card anymore therefore, I cannot get that code.  I also tried using the "did not get the code option", but kept getting the message that the code was sent to the phone.  

[Chalupa_Batman]

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@Dp66 wrote:

I bought a PM sim card for my child to use it in a smart watch, but it did not work as expected.  Received calls but could not make a call/message so I need to cancel her subscription. Trying to access to her account to cancel subscription, when I tried to log in, I got a message to enter a code.  I got the code by email and when I entered, I am asked to enter code sent to her phone number.  She does not have the sim card anymore therefore, I cannot get that code.  I also tried using the "did not get the code option", but kept getting the message that the code was sent to the phone.  

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Hello @Dp66 

Contacting support will not help in any way. Public Mobile does not support smart watches. If you contact them, they will tell you the same. So I'm not sure why you're being told to contact them over non supported smart watches.

EDIT: Sorry, I added this and my phone rang and didn't press send. The only reason to contact a CS Agent is to cancel the account which they can do. 

[hTideGnow]

hi @Dp66 

if you have trouble contact PM support agent by Chatbot, you can message them here.  

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

But did you test their sim card on another phone? or if it is esim, make sure all other sim are removed and only PM sim is there, and make sure PM sim is set as Primary, then try Reset Network settings

[slusagm]

did they port their number into PM ?  if they did, maybe they need to remove the sim card of the old provider, or disable the old esim.  Try that first

or check with PM to see what else could go wrong.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage