@moderator_team

[Thebigdmb]

@ Moderator_Team1 @ Moderator  Hi...this one is hard to believe but I signed my mother up for PM a few years ago.  She is 69 y/o and not "techy".  She lost her phone over a boat yesterday.  So she does not know her PM password.  When she tried to reset it, it said it would send an email to her yahoo account.  Unbelievably she does not know this either because it is autosaved under her google account in the phone which is gone.  Her credit cards were in the phone wallet also.  So I need to get her a new SIM card to replace the old one.  How do we go about getting access to this PM account?  I can provide any info you require.

Thanks for any help you can provide.  

edited by computergeek541:  none of those usernames are of moderators/customer support agents

[computergeek541]

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@Thebigdmb wrote:

@ Moderator_Team1 @ Moderator 

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@Thebigdmb 

Please does not contact the above usernames with any of your account information. The above usernames do not belong to moderators, custoemr support agents,nor do they belong to anyone else who is employed (or ever has been) employed by Public Mobile.  Also, the username Moderator_Team is no longer used.

[Thebigdmb]

Really?  Wow...that's helpful right now. Thanks.  

[darlicious]

@Thebigdmb 

Well you don't have to worry about a fraudster with the phone using the info on it so you have less of a worry and having to suspend it via lost stolen.

So figure out how you can get a SIM card quickly they're sold now only at telus and Koodo corporate stores so you're okay if you're in a big city you're not okay if you're in a little city or small town or rural area or up north or on PEI or Labrador....then you have to order it online from public mobile which can take 3 to 7 days or up to 3 weeks or not at all sometimes.....?

Amazon may or may not have them so getting one in person is preferable. You can also tell us where you're located and maybe someone here can help you get access to a SIM card if you're in a small town or other area that has no Telus or Koodo stores.

Next you have to gather as much info about your mom's account as possible. She likely use your real name and her real address and if the accounts more than 2 years old then pm probably has the birthdate recorded and your mom probably used her real one so that will be on her account too.

Find her credit card bills and which account she uses to pay her Public Mobile account then you will have the plan amount, the billing dates and the last amount paid on the account. Phone 1 855 4PUBLIC and enter your mom's 10-digit phone number that will also give you the renewal date and the plan amount. 

Send a private message so you can explain what happened to your mom's phone and leave details of the conundrum you are faced with and tell them you have most of the information you need to verify the account they will ask a couple of extra verification questions hopefully they'll accept all the info you have gathered and they will perform the Sim swap for you.

You can put that newly swapped SIM card in your phone and Bob's your uncle. Click on the second option below for detailed info on how to send a private message just read the spoiler contained within....

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[hairbag1]

It's always advisable to write down the password, usernames and pin numbers...then save them in a safe location. Always advisable.

[Timer]

@Thebigdmb 

PM contact support team by CS_Agent  to change email and set new password.

[Thebigdmb]

She actually uses her Yahoo account to log on.  And to recover that she needs a phone to send it to.  See the quagmire I'm in here? 😞

[Meow]

You should be able to access Google mail from any other device (computer, etc.)

If it is too complicated contact agent for assistance.

I guess she wanted to make few nice photos and phone slipped. In good old days photo cameras had lanyard or neck strap so it was really difficult to lose it. But modern times bring modern problems. Hope she will be able to recover all her data before somebody abuses it.

To contact CSA-agent, there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[hTideGnow]

Hi @Outdoorsman 

quickest way is to set up a temp email address for her,  then open ticket with PM CS agent to have them change the email address to that temp one

to open ticket,    at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. First type: "Forgot log in information"
2. Then Click "Contact Us"
3. Finally Click "Click here to submit a ticket"
   you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[Outdoorsman]

@Thebigdmb 

you need the help of a service rep

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or  private message them here

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