topic Re: Help: Phone Stolen - Cannot Access Account in Get Support

Help: Phone Stolen - Cannot Access Account

RiazS345 — Tue, 01 Nov 2022 20:40:22 GMT

Hi,

My phone was stolen. I’ve been trying to contact a live agent but have been unsuccessful. The problem is that I am unable to access My Account.

I have my login details but it asks me to verify through phone or email. I always pressed Phone (SMS) but now that I don’t have my phone, I should press email. The problem is that I don’t have access to that email anymore and I’m at a dead end. I’m on autopay and I need the number back and I’m unsure of next steps.

I’ve submitted a ticket as well through the automated message agent.

Re: Help: Phone Stolen - Cannot Access Account

computergeek541 — Tue, 01 Nov 2022 20:42:48 GMT

@RiazS345 wrote:
Hi,

My phone was stolen. I’ve been trying to contact a live agent but have been unsuccessful. The problem is that I am unable to access My Account.

I have my login details but it asks me to verify through phone or email. I always pressed Phone (SMS) but now that I don’t have my phone, I should press email. The problem is that I don’t have access to that email anymore and I’m at a dead end. I’m on autopay and I need the number back and I’m unsure of next steps.

I’ve submitted a ticket as well through the automated message agent.

At this point, you'll need to wait for the customer support agent to respond. They should get to you soon.

Re: Help: Phone Stolen - Cannot Access Account

softech — Tue, 01 Nov 2022 20:44:00 GMT

@RiazS345

open ticket with PM by message them

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

in the mean time, depends if you have Apple/Samsung/other Android, maybe use FindMy service to remotely lock the phone
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Help: Phone Stolen - Cannot Access Account

computergeek541 — Tue, 01 Nov 2022 20:45:17 GMT

@softech wrote:
@RiazS345

open ticket with PM by message them

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

in the mean time, depends if you have Apple/Samsung/other Android, maybe use FindMy service to remotely lock the phone
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

The customer has already opened a ticket.