i lost my points

[Brice1]

I have two account in Public mobile, one is for me xxxxxxxx, account number is xxxxxxxxxxxxxxxxxxxxx, using $34 dollar plan;one is for my wife, xxxxxxxxxxxxxxxx, account number is xxxxxxxxxxxxxxxxxxxxxxxxxxxxx using $25 dollar plan. but I have only one account get rewards points 37.9. i login my wife account, rewards content is same with my account, that is wrong because of paying $25.  i don't know who can check and fix it for me. thank you very much!

[golfball]

There are sometimes issues switching between two accounts in the app. I recommend either using the website or two different devices if you want to use the app.

[Handy1 · Accepted solution]

@Brice1  It’s probably cache issues , it’s best to use the two different phones to log into their respective account to get true info. , if your using the same device to log into both account you need to clear cache cookies and use incognito mode / private mode to switch between accounts when logging into both account or just use different devices for each account log in . Try that first if still wrong bet support to investigate 

send  a  private message   To CS_Agent

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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[hTideGnow]

hi @Brice1 first, we are just customers here, so , remove your personal info.  Go to your post, click the down arrow and select Edit Message

For the points, remember the 5% is based on the amount you paid, not necessary the full plan amount.  For example, if your plan is $25, but you redeemed 15 points and you only pay $10  out of the credit card, the 5% is based on the $10.  

Also, check the Transaction history on Rewards portal to confirm 

and if the points rewarded are still wrong and you need to seek help from PM support agent, submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          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