topic Re: New security protocol has me disabled. in Get Support

New security protocol has me disabled.

KeltyHamilton — Wed, 31 Aug 2022 20:05:45 GMT

Hello there; My account is registered with a now defunct email address. I have no way to change it to my new address xxxxxxxxxxxxxxx. The address attached to this account is currently xxxxxxxxxxxxxxxx, and I can no longer get an access code at that address so I can log in and pay my bill. Can you please change it for me to the outlook address so I can log in and pay my bill and get my phone activated again please? My number is xxxxxxxxxxxxxxxx that is assciated with myt

Re: New security protocol has me disabled.

Outdoorsman — Wed, 31 Aug 2022 20:04:09 GMT

@KeltyHamilton

you need the help of a service rep they will help with your email

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or private message them here

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

Re: New security protocol has me disabled.

computergeek541 — Wed, 31 Aug 2022 20:05:31 GMT

@KeltyHamilton wrote:
Hello there; My account is registered with a now defunct email address. I have no way to change it to my new address xxxxxxxxxxxxxxx. The address attached to this account is currently xxxxxxxxxxxxxxxx, and I can no longer get an access code at that address so I can log in and pay my bill. Can you please change it for me to the outlook address so I can log in and pay my bill and get my phone activated again please? My number is xxxxxxxxxx that is assciated with myt

To change/set the e-mail addresss linked to your Self Serve account, please go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and when you're there, type in "change self serve e-mail address" in the chatbot window. However, you should be able to still get into your Self Serve account by using the old login. The 2FA code can be sent to your phone by text message.

Re: New security protocol has me disabled.

KeltyHamilton — Wed, 31 Aug 2022 20:25:17 GMT

Oops sorry I thought this was a customer service contact. I wouldn't have had a problem if public hadn;t put that annoying security measure in where you have to have a code sent to your email.

Re: New security protocol has me disabled.

BKNS27 — Thu, 01 Sep 2022 00:37:17 GMT

@KeltyHamilton

Once you login to your account, you can disable the 2FA feature but I wouldn’t advise it for security reasons from hackers.

Re: New security protocol has me disabled.

KeltyHamilton — Thu, 01 Sep 2022 18:30:32 GMT

That's the problem I can't log into my account.