topic Re: Lost access to account in Get Support

Lost access to account

yvandas — Wed, 26 Oct 2022 15:06:28 GMT

My friend lost access to his account. His login information has not changed but the system ask to verify that this is him and he cannot complete the required steps. All he wants to do is change his credit card information so that he will regain access to his public mobile services. Can he be granted access to his account without this extra step? Thanks in advance for your help with this.

Re: Lost access to account

RossN — Wed, 26 Oct 2022 15:17:22 GMT

@yvandas hi there is no bypassing steps for security reasons get him to try a different browser in secret or ingognito mode and try to login again if that doesn't work

he needs to contact a customer service agent

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: Lost access to account

Meow — Wed, 26 Oct 2022 15:17:39 GMT

Your friend has to contact agent to gain access to his account.

To Contact CSA-agent; there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Re: Lost access to account

BKNS27 — Thu, 27 Oct 2022 04:06:06 GMT

@yvandas

Unfortunately there are no way of accessing your account without all the credentials.

He will need to answer all the security questions and his PIN. This is the only prevention of SIM Swapping.

The only other option is to purchase vouchers and dial 611 at these locations:

Re: Lost access to account

dust2dust — Thu, 27 Oct 2022 05:16:41 GMT

To explain what the above mentioned vouchers can do, or also using real time payments in some stores, is that it reactivates the account. Then the SMS option can be used to login and change the credit card.

This is assuming the account is suspended.