topic Re: Public Mobile to send email with security code but never receive email and it is not in spam fol in Get Support

Public Mobile to send email with security code but never receive email and it is not in spam folder

lynack — Tue, 23 Aug 2022 00:22:35 GMT

It say it needs to confirm that it is me, yet I don't get into my account and can't update my credit card info. It is really pissing me off.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

Timer — Tue, 23 Aug 2022 00:25:05 GMT

@lynack

tried rebooting device phone, and tried back.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

esjliv — Tue, 23 Aug 2022 00:31:22 GMT

@lynack - is there an option to receive a text? Or, is your services currently suspended?

If still having issues, as a CSA to get this sorted out for you.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 00:32:12 GMT

I know your trying to help, but I don't think that is the issue. As I got an email when I was forced to sign-up with this community before it allowed me to post my question. Yet when I tell public mobile to send security code to my email on file I never get it and it's not in the spam folder as I have checked numerous time to make sure. I wait 90 seconds to ask it to resend the security code and still nothing happens.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

Timer — Tue, 23 Aug 2022 00:36:11 GMT

@lynack

you don't losing anything if tried to do turn off and turn on. and test again you will getting the email , if your email is active in your account.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

esjliv — Tue, 23 Aug 2022 00:38:16 GMT

@lynack - Community and My Account have a different set of login credentials.

Anyone can created a Community account, but only current Public Mobile customers can have/created a My Account.

Are you a current Public Mobile customer with a phone number and plan?

When you activated did you active online? If so, the My Account login should have been created.

If you activated in-store, then it is possible the My Account was not created yet, if you did not create one separately after activation.

You can submit a ticket here to: Create or forgot My Account email or password link

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 00:52:27 GMT

I really appreciate everyone help, Yes I have created the account and realize it is separate from the community. The problem is that I had to get a new bank card and forgot to update the info. and my plan must have lapse because the account is still tied to the old bank card. But when I log in to my Public Mobile Account it wants to confirm it me and wants to send an email to me that is associated with the Public Mobile account. Thus I can't update my card info until and can get into my account. They normally send the code via sms to the phone but chhose to send it to the email this time for whatever reason. Yet I created a new user for this community and got the email with no issues.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

esjliv — Tue, 23 Aug 2022 01:00:13 GMT

@lynack - Have you logged into My Account/My Rewards before?

Are you sure you are entering the email correctly, or know which email was used for your My Account?

Does your email have a '+' sign in it by any chance? I've read issues about that.

Maybe the email for your My Account is case sensitive during this 'confirming stage' authentication process? I am just throwing this part out, I don't really know.

Try opening a tab in incognito mode (can be workarounds for finicky things that happen around here), then use the Forgot your password option to reset the password, found here: https://myaccount.publicmobile.ca/en/forgot-password

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

dabr — Tue, 23 Aug 2022 01:02:53 GMT

@lynack Have you submitted a ticket using the link provided by @esjliv yet? Their response will appear in the message box top right, so make sure to check it regularly.

If you need to make a payment urgently, purchase a voucher from SDM, London Drugs, 711 or Shell and load by dialing 611 on your phone which gives you time to sort out the login/updating CC issue. Online seller recharge.com will also email a voucher PIN but they do charge a small fee.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 01:05:55 GMT

I am already logged into my account that the frustrating part. But it will not let me continue until they send me a security code to confirm my identity. And yes I have logged on many times in the pass to update my bank card info and to change my monthly plans with no issues. I don't know why the stupid security code will not cone thru the email for whatever stupid reason.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

esjliv — Tue, 23 Aug 2022 01:11:21 GMT

@lynack - okay, so I think I may be missing something.

You are in your My Account now.

And, this prompt to enter your email comes up in your payment section when trying to change payment methods?

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 01:13:33 GMT

Hi, Yes I have submitted a ticket but still nothing yet. Is there a way to talk to an actual live agent to sort this out? And yes it is urgent as I need to sort out something with Canada Revenue and of course they want to send a security code via sms which they cannot do because my stupid phone doesn't work. So you see I am running in circles like a chicken with it's head cut off. This is beyond annoying, if they have actual agents. I am sure this could be resolved within 2 seconds.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 01:17:01 GMT

I am logges into my account but I can not do anything until they send an security code for me to confirm my identity. But the problem is that the security code never shows up in the email and even waiting 90 seconds to elapse and hit the resend security code does not work

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

dabr — Tue, 23 Aug 2022 01:39:55 GMT

@lynack When you submit a ticket, you can ask for chat session although it's given on case by case basis.

If you're in your account, I don't think there's a code you need to receive, unless you're changing a SIM card which requires PM to send verification by email/text. Sorry, just a little confused as to why you need a code if you have account access already?

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 02:53:22 GMT

I don't know why it needs to verify me when I am logged in either.

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

Timer — Tue, 23 Aug 2022 03:06:55 GMT

@lynack

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 03:21:29 GMT

Hi Timer,

I have been using my computer and have already cleared the cache and cookies. But I have not try private mode and will give it a shot. Thanks!

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

softech — Tue, 23 Aug 2022 03:22:49 GMT

@lynack is your phone current suspended?

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

lynack — Tue, 23 Aug 2022 03:25:10 GMT

Yes, because I can not update my bank card info as I received a replacement card for the old bank card

Re: Public Mobile to send email with security code but never receive email and it is not in spam fol

softech — Tue, 23 Aug 2022 03:32:19 GMT

@lynack I think you said you already open a ticket , They likely won't reply until tomorrow morning

I would suggest you open them another ticket in the morning if you don't hear from them
(btw, you check your Community inbox, right? they reply there, not to your email)

If you need it in a rush, get a voucher and load it via *611 or via Self Serve My Account. But get it in Shoppers Drug Mart or Shell or 7-11, their vouchers can be loaded immediately (Vouchers from some other stores might need to wait 24 hours before it can be used)