what to do as a returned customer , used PM before but this time not working

[Gyphone]

I uses public mobile 2 years ago, then switched to other one, now i would like to come back to use public mobile again. 

when I put my email address, it says : Eversafe ID already exists , use other email address.   I managed to fine out the old passward, login the account , it keeps getting error message at payment step, but it charges to my credit card. I was on the service chat with an Agent, they can not fit it, they say not able to see my account. 

I am just wondering if anyone is returned customer? what to do if you only have one email address and one credit card, are you able to set up the new account ? 

Thanks! 

[slusagm]

Yes, easier to use a different email address 

Also, are you Telus customer? Telus uses the same EverSafe system and that could also be the reason of the error

[umnikke8]

Honestly using an old account should work fine. But Public's system has a lot of glitches these days. Tech support will have to fix it, if you can't get it working. You'll have to keep pestering them till they do something. It's roulette with filing a ticket, each ticket, each reply usually gets an answer from a different person.

[hTideGnow]

hi @Gyphone you need PM support to clear it in the system so you can reuse the email address 

you can submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

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

[Gyphone]

I already bought the new sim card , so you mean the email address is the issue? I have to use a different one? 

Thank you  

[hairbag1]

@Gyphone 

old account is deactivated now. You need to download the Public Mobile app to your cell to create a new account but using a different email address. You'll be given opportunity to buy an esim if desired. If you want a hard sim, get one locally or on Amazon. You can use the same payment card though. 

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