phone not working

[DMCCORD]

credit card compromised was replaced , didnt think it was this account, wont let me in to give new card number 

[dust2dust]

Did your bank do any chargebacks and refunding back to your credit card limit? Maybe they included the charge from here.

What recording do you get when you dial 611?

If it was a chargeback then this is going to be a hassle for a while. You'll need to buy vouchers and contact the support people. Your going to have to be more manual for payments for a while.

[popping]

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@DMCCORD wrote:

wont take user name

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@DMCCORDWe need more info about the timeline of events up to now.

When was your last renewal date?

When was your phone stop working?  on the morning of your renewal date?

When was your CC was replaced? 

If it is after your phone stop working, how many days is between your renewal date/phone stop working date and now?

If it is over 90 days, your account will be canceled 90 days. This may be why your email address does not recognized as username by the self-serve portal.

[Timer]

@DMCCORD 

no take user name for send ticket or to login?  use email id.

[DMCCORD]

wont take user name

[softech · Accepted solution]

@DMCCORD   the username is the email address

But if you meant you have trouble opening ticket, then just use method 2, direct message:

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

[Timer]

@DMCCORD 

use browser from computer,/clear cache/cookies/use one page inPrivate mode,

or safari on private mode, then  Reset Password 

after successful reset passowrd then close all browser,/clear cache/cookies/one page inPrivate mode,

To Login Page  by email id and password.

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything, just wait about a 4 second will automatically be login,,

and go to payment,,, manage payment method and update card information and save payment.

if want to ▼

Spoiler

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

and change the community email address by yourself  My settings - Community (publicmobile.ca)

to keep all accounts for same email for rewards,

[DMCCORD]

wont take user name

[softech]

@DMCCORD   did you try to use the Reset Password option?  enter the email address and check your email for reset instructions.

If that didn't work, open ticket with PM support and they will assist:

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Once you got back into My Account, you can then login to My Account and replace it with the new one.