trouble accessing account

[kchen]

Hi  so my wife got her mom a public mobile account and it been pre paying for a while now using her credit card.  She switched cards and forgot about updating  her account.  Now her moms phone has been suspended because of unpaid bills.  She for got her log in information to go and pay and update her credit information.  What should she do.  Is there a number she can call to talk to a person.

thanks.

[BKNS27]

@kchen 

If the account have been suspended, you have total of 90 days from the first unpaid bill before your her account is deactivated.

If it is more than 90 days, you will need to buy another PM SIM card.

To be sure, click on SIMon chat button and ask to contact a moderator to look into your mother’s account.

[HALIMACS]

@kchen 

If it's been more than 89 days, the account is permanently deactivated.

If not, you can purchase Public Mobile payment vouchers at the following locations and add them on the suspended account by dialling *611 from the suspended phone:

After you have regained access to the self-serve account, when updating credit card info, make sure to do the following to avoid the common errors and glitches that sometimes occur with this fussy process:

1. Clear your browser's cache & cookies
2. Use incognito mode
3. Select "Manage My Card"
4. Select "replace card"
5. Type your address exactly as from your billing statement
6.  Don't use a space in the postal code
7.  Use ALL CAPS if necessary
8.  Type everything, not letting autofill complete any fields

[esjliv]

@kchen 

IF the Forget you Password works, then go into her Self Serve Account and go here, to change the credit card on the account:

[softech · Accepted solution]

did you try using the "forgot password" link?  Try all the email address possible and see which one you get the PM reset password

Another way is to contact the mod to confirm the email you used and reset password: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html, then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

(they will need to validate via SMS or PIN since you have no access to the account)

another way is to message them directly (although this might be a slower method) :

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

After you message them, monitor your Message box in this Community.  They will reply using private message and will ask you different questions to validate your identity