topic Re: Account Verification in Get Support

Account Verification

vsemantha98 — Sun, 18 Sep 2022 15:42:09 GMT

I’ve been trying to access my account for the past 3 days. It keeps asking me to verify my account by entering a 6 digit code. Unfortunately the email/link/code isn’t actually being sent to my email and I’m not sure how to properly receive it. It sucks not being able to talk to a live agent

Re: Account Verification

Outdoorsman — Sun, 18 Sep 2022 15:44:40 GMT

@vsemantha98

hi if you are not receiving your code and you need your email reset or changed

you need the help of a service rep

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: Account Verification

hairbag1 — Sun, 18 Sep 2022 15:44:52 GMT

The code should be going to the email address that you provided during your account activation. Have you checked that email address ?

Re: Account Verification

will13am — Sun, 18 Sep 2022 15:45:24 GMT

@vsemantha98 , by chance are you using a gmail alias? If so, there seems to be issues with receiving 2FA emails. At least that was the problem a while back. Check also your spam folder. By the way, this service does not have live agent support, well agents are live but they don't support through instant messaging. Use the chatbot link to initiate a support ticket if you need their assistance.

Re: Account Verification

vsemantha98 — Sun, 18 Sep 2022 15:45:47 GMT

Yes, it even gives me an option to resend. It has never been sent to my email in my inbox or in my junk

Re: Account Verification

BKNS27 — Sun, 18 Sep 2022 16:02:30 GMT

@vsemantha98

Is there an option to have the 2FA code sent by text to your phone?

I didn’t have this issue sent to my phone.

Re: Account Verification

vsemantha98 — Sun, 18 Sep 2022 16:03:38 GMT

I don’t have access to the phone number, being that I need to pay for it 😞 which is why I’m trying to access my account

Re: Account Verification

vsemantha98 — Sun, 18 Sep 2022 16:04:04 GMT

it also only allows to be sent by email

Re: Account Verification

hTideGnow — Sun, 18 Sep 2022 16:05:54 GMT

HI @vsemantha98 is your account currently suspended? if so, the code can only be sent to your email

you will have to open ticket with PM CS agent as advised above

Re: Account Verification

darlicious — Sun, 18 Sep 2022 16:37:23 GMT

@vsemantha98

You can pay for your plan using vouchers or if you know your four digit account pin number you can pay for it also by dialing 611 from your phone or by dialing 1 855-4PUBLIC and enter your 10 digit phone number. You can load a voucher which will automatically reactivate your account without using your 4 digit account pin number to make a credit card payment you have to know your account pin. Here's more info on purchasing vouchers.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Once you reactivate you can have the six digit verification code sent to your phone via SMS text. Enter it in the box but do not click go or anything just wait 5 seconds and you will be able to access your account. You can then disable 2FA in your profile.

Re: Account Verification

dabr — Sun, 18 Sep 2022 19:53:16 GMT

@will13am wrote:
@vsemantha98 , by chance are you using a gmail alias? If so, there seems to be issues with receiving 2FA emails. At least that was the problem a while back. Check also your spam folder. By the way, this service does not have live agent support, well agents are live but they don't support through instant messaging. Use the chatbot link to initiate a support ticket if you need their assistance.

Actually, you can receive 2FA code on the gmail alias accounts, but, for some odd reason, you're unable to put in an alias gmail address using "+" for a password reset option. However, alias email using "." seems to work but that isn't useful for anyone not using the "." in their email alias. Also trying to get 2FA sent via text instead for the password reset, doesn't work either on suspended accounts.