topic Re: Change email account in Get Support

Change email account

GracieL — Sat, 16 Jul 2022 18:30:55 GMT

My mom's phone number got hacked yesterday, the email of her account needs to be changed, she doesn't speak English and doesn't have an email, I helped her used my work email that I am no longer with that company. So there is no way to create a community account with that email. This issue needs to be resolved asap. Thank you.

Re: Change email account

esjliv — Sat, 16 Jul 2022 18:35:24 GMT

Oh sorry to hear of your mom's situation @GracieL

The only way to change the email connected to your mom's self serve account is to ask CSA to do it for you/her.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Change email account

dust2dust — Sat, 16 Jul 2022 18:37:10 GMT

Just to add, the community account email doesn't NEED to be the same as the account email.

Re: Change email account

darlicious — Sat, 16 Jul 2022 19:04:12 GMT

@GracieL

Can you log into her self serve account? If you can suspend it via lost/stolen. Change the password and disable 2FA until you can get the email changed. Check and see if the sim card # matches the one in the account. Does your mom's phone still have services?

Re: Change email account

GracieL — Sat, 16 Jul 2022 19:18:21 GMT

My mom has been receiving tons of calls yesterday since it’s been hacked, and all those incoming calls were calling back as the hacker used it saying from Hydro. So I have changed her phone number yesterday with the same SIM card number.

I will change her password first and see. Thanks!

Re: Change email account

GracieL — Sat, 16 Jul 2022 19:20:36 GMT

Thanks for your answer. I will get connect with the agent.

Re: Change email account

GracieL — Sat, 16 Jul 2022 19:20:47 GMT

Thanks!

Re: Change email account

darlicious — Sat, 16 Jul 2022 19:27:41 GMT

@GracieL

Your mom's number got spoofed by a scammer. It was probably completely random vs a security breach. Just as well as now you can deal with changing the email and ensure you have proper access snd control of the account.

Re: Change email account

GracieL — Sat, 16 Jul 2022 21:42:41 GMT

that's what I thought too, thanks again.