e-mail address & password

[nanabren66]

Want to change my plan. Went into self-serve. It wouldn't accept the answer to my security question & wasn't able to go any further from there.

[Staliger]

@nanabren66 just for the future, you could also contact moderators directly through the private message here if it is urgent. (they usually reply within 48 hours) https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Triguy]

Keep in mind if you can change your plan immediately or on next renewal.  It is recommended to change on next renewal so you don't lose any unused minutes/texts or data.

https://www.publicmobile.ca/en/on/get-help/articles/change-your-plan

[Jb456]

@nanabren66 

The security answer is Case Sensitive.  So if the answer for example was Montreal and you entered montreal. It would not be accepted.

When you do get access to your account again there are two options to change your plan.

1- Change now - it will say "Top up now" if you don't have a balance in your account to cover new plan...this option will change your plan right away. Your charged right away for new plan and no refund on old plan for unused days.

2- Change at next renewal. You will keep current plan and at next renewal date you will be charged for new plan and it will start then. Likely the more preferred option to choose.

Last option is below.

If you have run out of data and simply want to renew your current plan early only Moderators can do this option. Ensure you add funds in your account to cover the plan. Contact Moderators to renew it early.

[nanabren66]

Thanks. Not sure now if I'm even going to stay w/Public Mobile after this. Security question was when my mother was born & they're saying I'm giving the wrong answer. Wow! For myself, all of this seems like a lot of steps to have to go through just to upgrade my plan. But I so appreciate you taking the time to reply. I will consider trying all that you said to do. But not sure I will @ this point. Thanks so much again. Hope you & your family are keeping well & safe. 

[gblackma · Accepted solution]

@nanabren66 contact the moderators, explain your situation and ask them for a temporary password.  

Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon.  Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and  "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Welcome to the community.  Stay safe.