topic Re: Email in Get Support

Email

Sabrina78 — Thu, 13 Oct 2022 16:05:33 GMT

The email I used when I opened my account with is no long active and I need to change it. I'm try to login but it keeps prompting "Just making sure it's you, we sent you an email... etc" I cannot get the code because I cannot access the email account. I need to change my email.

Very annoying!!

Re: Email

dust2dust — Thu, 13 Oct 2022 16:08:59 GMT

It sounds like you're suspended otherwise you would have the SMS option. You could make a payment with vouches using 611. You could use real time payments in some stores. If you know your 4 digit account pin you could use your registered credit card and use 611.

Then your account will reactivate and you could choose the SMS option.

But you'll need to contact support to get the registered email changed. Remind them that it's in two locations in their system.

Re: Email

RossN — Thu, 13 Oct 2022 16:13:17 GMT

@Sabrina78

hi you need to contact a customer service agent to reset or change your email

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

check your community envelope for a reply

Re: Email

Sabrina78 — Thu, 13 Oct 2022 16:51:22 GMT

What I'm saying is the email that is associated with my mobile account in no longer, its non-assistant, inactive because I'm no longer with Rogers. I have switched to Bell and have a new email. SO I need to change me email. I also have a new information, so I have to update my online account.

I tried to login, I cannot because it wants to verify it's me by sending a 6-digit code that I won't be able to retrieve it.

Re: Email

dust2dust — Thu, 13 Oct 2022 16:58:52 GMT

The email address here is just a login id. It can even be fake. I understand that you can't get the verification email. So I suggested paying for the account and that would turn on the SMS verification option and then you can login to your account.

But again, you'll need support to change the email in the system.

As for the "new information", do you mean like address and such? Or credit card? The address and such have no effect anywhere in the system.

Re: Email

hTideGnow — Thu, 13 Oct 2022 17:06:28 GMT

HI @Sabrina78

If you know the password and your account is active, you can still login using the email and have the 2FA code sent to your phone instead of email

but you should open ticket with PM CS agent and ask them to change email for you

To open a ticket with PM CS Agent. at : https://publicmobile.ca/chatbot.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent