If the Community is stumped by your question or if you have an account specific issue, then it’s time to contact our super-knowledgeable Moderator Team.
Here’s when and how to contact the Moderator Team:
- If you don’t need to share personal or account information, just tag @CS_Agent to your thread and they’ll show up. Just like that.
- If you need to share personal or account info, send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.
- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.
Verifying that you’re the account owner
When you privately message a Moderator about a question that requires you to verify that you are the account owner, they will reply with a unique link to a secure online form. When you click on this link, you will need to provide either your Public Mobile:
- Self-Serve username and password, or
- Phone number and 5 digit verification code that you’ll receive to the number provided
- If you are unable to verify using the options above, our Moderator Team will share an alternative option we have available for you.
After you’ve provided the information to verify that you’re the account owner, please reply to the existing private message thread you have with our Moderator Team, and they will provide you with full support.
Here are some examples of when you will need to verify your identity before a Moderator can help you:
- You would like to change your Self-Serve email address, or make other Self-Serve account changes that you are unable to do yourself.
- Your earned Rewards are not showing up.
- You need further assistance with your number transfer from another phone carrier.
When are Moderators available and how long till I get a response?
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.
Moderators are available:
- Monday to Friday from 8 AM to midnight Eastern time.
- Saturday and Sunday from 8 AM to 10 PM Eastern time.
How do I know if a Moderator has looked at my question or responded?
You can find out whether a Moderator has responded to your private message by clicking on the envelope icon.
If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.
Are there any questions that always require a Moderator?
There definitely are, and here are some examples of when to contact Moderators directly:
- There’s an issue with your Public Mobile service that prevents you from using your phone to make calls, a feature is bugged, or if earned Rewards aren’t showing up.
- You’ve ordered a SIM card online, it’s been more than 7 days, and you haven’t received it yet.
- You would like to change your Self-Serve email address, or make other Self-Serve account changes that you are unable to do yourself.
To learn more about our Community, click here.
