change credit card information

[Jennyhong]

have to change the autopayment information, but after sign-in, could not get verification code because the email address is no longer available. need help. and the *611 failed 

[Luddite]

@Jennyhong  If you are unable to call 611 and cannot login to your account, it seems your account has been closed. The usual cause for this is by missing the 90 day suspension deadline to reactivate your account.

[softech]

@Jennyhong   is your service active now or suspended?

yes, if your line is suspended, you won't be able to get the verification code via sms , and you need your email to get the code.  But if you email is not accessible, then you will need PM support help to change the email address.  Please open ticket via Chatbot as follow:

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

[Yummy]

You will have to update your email first - and only agent can do that for you.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[walker1]

@Jennyhong 

Try getting the 2FA code sent to your mobile phone instead, if your plan is still active.

You should still be able to login with old email address. If your plan is still active. Just have the code sent to your phone, instead.

Login to your account using a browser in incognito or private mode. And use a computer or laptop instead of your mobile phone when trying to update your CC information.

You'll have much better success.

[BKNS27]

@Jennyhong 

If you account is still active, have the 2FA code sent by text and change your CC information in the Payment section.

To have your email address change on your account, you will need to contact a CS_Agent by creating a ticket on SIMon Chatbot or private message on the envelope icon.

[Handy1]

@Jennyhong @ once logged in your go to payment tab and update cc info , but if you need to change email you will need supports help 

Getting help from agent

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get                       

Or get help right here in the community

• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work