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Great Neighbour / Super Voisin

Cannot setup account with my email address.

I created an account for my daughter but used my email address. Now I want to create an account for myself and can’t because I used my address for my daughter’s account. So I changed the email address associated with my daughter’s account to her own email address. I’m now trying to setup an account with my own email address but it appears to still be associated with my daughter’s account and also I cannot reset it.

GR
Mayor / Maire

Re: Cannot setup account with my email address.

@mccormiermt6 only the moderators can change an email address associated with an account. You'd need to click on the question mark on the right hand side of the page and start a conversation with Simon the chat bot and get a ticket, the moderators will get back to you usually hopefully today.  If you used a Gmail email you can add +mine or something before the @ in the address and that will work too and it will still go to your email address 

ToK
Great Neighbour / Super Voisin

Re: Cannot setup account with my email address.

I did the exact same thing - with a slightly different outcome.

I set up my daughter's phone a couple of months ago with my email account.

Yesterday, I got a second SIM card and registered it for use with my own phone.

I changed the details in her account to her name and email address.

I was then able to create a new account for myself with my email address for my new phone number.

I can access the account for the new phone number without any issue but now I can't access her account anymore.

And I can't create a new account with her email address and phone number either.

 

Mayor / Maire

Re: Cannot setup account with my email address.


@ToK wrote:

I did the exact same thing - with a slightly different outcome.

I set up my daughter's phone a couple of months ago with my email account.

Yesterday, I got a second SIM card and registered it for use with my own phone.

I changed the details in her account to her name and email address.

I was then able to create a new account for myself with my email address for my new phone number.

I can access the account for the new phone number without any issue but now I can't access her account anymore.

And I can't create a new account with her email address and phone number either.

 


@ToK 

Did you change your daughter's email address by contacting moderator?  You can do it yourself in the self service account.  Moderator has to change login email address.  

ToK
Great Neighbour / Super Voisin

Re: Cannot setup account with my email address.

I changed it through "Edit Profile" the "Change Username".
That seemed to work OK at first, but now I can't access the self service account associated with her phone number.

Mayor / Maire

Re: Cannot setup account with my email address.


@ToK wrote:

I changed it through "Edit Profile" the "Change Username".
That seemed to work OK at first, but now I can't access the self service account associated with her phone number.


@ToK 

You can change that in her profile, but it actually does not change the login email address.  You will need to contact moderator to get mod to change for you to login to her account.  

 

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator.  Type: Contact moderator. Follow the prompts to submit ticket.  

 

Edit:  Here is the help article confirming above:

https://www.publicmobile.ca/en/on/get-help/articles/change-your-self-serve-email-address

Mayor / Maire

Re: Cannot setup account with my email address.

@mccormiermt6  The easiest way you resolve this issue is if you email provider allows you to setup and use aliases. If yes, just setup an alias and use that for the second account.

ToK
Great Neighbour / Super Voisin

Re: Cannot setup account with my email address.

How long does it usually take for a moderator to respond?
I created a ticket yesterday and haven't heard back.
Is it because it is the weekend? 

Re: Cannot setup account with my email address.


@ToK wrote:

How long does it usually take for a moderator to respond?
I created a ticket yesterday and haven't heard back.
Is it because it is the weekend? 


Public Mobile's says up to 48 hours, although times can vary greatly.  There are at least some moderators working every day of the year, even holidays.

ToK
Great Neighbour / Super Voisin

Re: Cannot setup account with my email address.

I still haven't recieved a response from a moderator for a ticket that I opened on Saturday (Nov 30).  Should I wait?  or should I open another ticket?  Is there a way to check the status of an open ticket?