help pls. I just reset my password and public mobile is asking me to activate a new sim card.

[greg113]

I'm not sure if i did something wrong.  I woke up this morning and needed to make sure i added more data to my phone plan cause i've been using alot of data.  I haven't logged in for many months so i think i used all the correct information.  Anyways, whatever information i used to log in, I was able to log in.  

Now the first thing its asking me is to set up (activate) a new sim card or use existing sim card.

I cannot access plans and i see nothing about my profile.  Did i do something wrong?

I cannot get passed this page and its making me very nervous because all my accounts come back to this phone number.  

BTW my phone still works.  I'm just stuck on this page and its asking me to set up a new sim.

Did i sign up improperly and now it thinks its a new account?

thank you so much for any help.

[greg113]

thank you very much.  Take care

[Chalupa_Batman · Accepted solution]

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@greg113 wrote:

thank you.  I will do that.  

Do you know if this might affect my use of the number I have with them?

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Not at all. If your phone still works as it should, then it should be fine. You have autopay set up I'm sure, you will not lose your number. It's just a glitch in the system that a CS Agent can fix up.

[greg113]

thank you.  I will do that.  

Do you know if this might affect my use of the number I have with them?

[Chalupa_Batman]

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@greg113 wrote:

I'm not sure if i did something wrong.  I woke up this morning and needed to make sure i added more data to my phone plan cause i've been using alot of data.  I haven't logged in for many months so i think i used all the correct information.  Anyways, whatever information i used to log in, I was able to log in.  

Now the first thing its asking me is to set up (activate) a new sim card or use existing sim card.

I cannot access plans and i see nothing about my profile.  Did i do something wrong?

I cannot get passed this page and its making me very nervous because all my accounts come back to this phone number.  

BTW my phone still works.  I'm just stuck on this page and its asking me to set up a new sim.

Did i sign up improperly and now it thinks its a new account?

thank you so much for any help.

---

Looks like your account needs to be reset. Reach out to a CS Agent to do so.

send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage