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Cannot Make a Self Serve Account

Bilan
Great Neighbour / Super Voisin

Hello, I am trying to make a self serve account but it says that my number us either invalid or that I already have an account. I checked and my email is not registered under an account so so am unsure what to do. Any guidance is appreciated. 

6 REPLIES 6

@Bilan 

When you activate in store you have to finish setting up your self serve account with the email used to activate and your phone number to recieve the 6 digit code to complete the set up. You can find out the email you used by contacting the moderators and giving them as much info that you do know about your account. 

 

You can also try searching for public moblie in the search bar of the emails you do use to see if any emails from pm pop up or your original pm welcome email that will also include your account number embedded in the "Sent to:" portion of the email.

 

Send a private message...   Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

 

  1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
  2. Email, phone # and pin #.

 

If  you cannot remember your pin # include at least three ( if they apply)of the following:

 

  1.  Date of birth (n/a on newer accounts.)
  2. Last payment, date, amount, type and last 4 digits.
  3. Alternate phone number if any.
  4. Security question and answer.
  5. Plan amount, any add ons or promos on account.
  6. Last 4 digits of sim card.
  7. Any rewards in your account.
  8. Autopay y/n?
  9. Account #.
  10. Frequently called/texted phone numbers in the last 30 days.  

 

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

 

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

 

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

 

  To send a private message to the moderators click below: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@Bilan , no worry, you can ask open ticket with mod as explained earlier

(maybe you daughter created a Self-Serve account for you already?  But, you can still reset the username and password with mod) 

 

Be prepare to answer these questions when Mod try to validate your identity  (or it is good to include answer to these questions in the ticket):

 


1. Details of your issue
2. Full name and address on account. ( Or province and postal code for newer accounts.)
3. Email, phone # and pin #.

 

If you cannot remember your pin # include at least three of the following:

a. Date of birth (n/a on newer accounts.)
b. Last payment, date, amount, type and last 4 digits.
c. Alternate phone number if any.
d. Security question and answer.
e. Plan amount, any add ons or promos on account.
f. Last 4 digits of sim card.
g. Any rewards in your account.
h. Autopay y/n?
i. Account #.
j. Frequently called/texted phone numbers in the last 30 days.

 

 

Again, these are the steps to engage support:

 

 

Here you are again 

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead 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.

 

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 


@Bilan wrote:

Hello,

 

I may have used the email I am not sure. Also, I had my account set up in store years ago. I am new to the community so I am not sure how to get moderator help. My granddaughter is helping me navigate the site. 

 

Thanks


@Bilan are you still having issues creating a Self Serve Account?

 

Did you register for one yet? You can do that here:

https://selfserve.publicmobile.ca/self-registration/

 

But the error messages you were telling us before might mean you need the Moderators to allow you to use a same email from previously....? See @softech post about how to contact the Moderators. 

Maybe use the 2nd option to private message them.

 

Bilan
Great Neighbour / Super Voisin

Hello,

 

I may have used the email I am not sure. Also, I had my account set up in store years ago. I am new to the community so I am not sure how to get moderator help. My granddaughter is helping me navigate the site. 

 

Thanks

esjliv
Mayor / Maire

@Bilan wrote:

Hello, I am trying to make a self serve account but it says that my number us either invalid or that I already have an account. I checked and my email is not registered under an account so so am unsure what to do. Any guidance is appreciated. 


Hello @Bilan 

Are you an activate Public Mobile customer?

 

If you have not activated a Public Mobile SIM card you can create a Self Serve account through the SIM card online activation process: https://publicmobile.ca/en/bc/portal/activation

 

Have you activated a Public Mobile SIM card in store? If so, you should be able to register for a Self Serve account here: https://selfserve.publicmobile.ca/self-registration/

unless you have used that email with Public Mobile in the past some time; then you may need Moderators help to use that email.

 

softech
Oracle
Oracle

you can try using Forget Password link.  Just try any possible email address you might have use and see which mailbox got the reset password link.

 

If still unable reset password, you would have to open a ticket with Mod to reset the password:


1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead 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.

 

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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