topic Re: Email address in Get Support

Email address

Cb44 — Wed, 05 Oct 2022 01:08:56 GMT

How can I find out what email address is attached to my account. We have 3 Public mobile phones within our family and I am not sure what email address is attached to my phone. Password and email address aren’t working. I keep getting locked out.

Re: Email address

softech — Wed, 05 Oct 2022 01:13:32 GMT

@Cb44 any chance you were using email alias when created the multiple PM accounts? Some people use the "+" trick with Gmail. But I think the new system doesn't work that well with the trick

best way to get the email issue resolved is to open ticket with PM Support:

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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

Re: Email address

dabr — Wed, 05 Oct 2022 01:15:44 GMT

@Cb44 You could try all the emails as long as you know your password which can also be reset if needed by clicking this link: https://myaccount.publicmobile.ca/en/forgot-password

However, if you need to change the email or need further assistance about your email or forgotten the password, then you'll need to submit a ticket to customer support via chatbot or send a private message.

Re: Email address

dabr — Wed, 05 Oct 2022 01:43:16 GMT

@softech The alias email works fine for logging into your account, however, you're no longer able to use the alias email for a password reset but can have the ~~2FA~~ password reset code sent via SMS to your phone, even if suspended, instead.

Re: Email address

softech — Wed, 05 Oct 2022 01:21:12 GMT

@dabr

So the "+" alias can still receive 2FA?

Re: Email address

dabr — Wed, 05 Oct 2022 01:42:26 GMT

@softech No, but you can receive it via text instead even if the account is suspended which wasn't possible until recently apparently.

The email alias can be used to log into your self serve account without issues, but for some reason you're unable to enter the "+" if you wanted to receive reset code ~~2FA~~ via email but "." seems to work fine for alias email.

edit: sorry, SMS can be used to receive password reset code instead of email alias if needed.

Re: Email address

softech — Wed, 05 Oct 2022 01:43:24 GMT

@dabr thanks for clarifying

So now, people can receive 2FA code or reset code via text even account is suspended?

Re: Email address

dabr — Wed, 05 Oct 2022 01:50:55 GMT

@softech I should have said the password reset code can be sent via SMS, yes even for suspended accounts which was not available before. Not sure when PM updated their system, but glad they have for anyone who was stuck with not being able to use an email alias with "+" for the password reset on suspended accounts.

edit: apologies to OP as these points aren't relevant to their issue.