topic Re: Travel Question in Get Support

Travel Question

dmbcanada — Thu, 02 Mar 2023 14:12:15 GMT

So my in-laws are Public Mobile customers and they are living in Europe for the winter. They forgot that they had SMS authentication on their bank account and cannot access it to pay bills. Anyone know of any fixes to this? They obviously cannot forward their calls since their PM sim card is with them.

Re: Travel Question

Handy1 — Thu, 02 Mar 2023 14:14:09 GMT

@dmbcanada Since PM only works in Canada and the US with roaming ads ons might need supports help with this

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

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Re: Travel Question

Dunkman — Thu, 02 Mar 2023 14:34:51 GMT

@dmbcanada

Pubic mobile does not offer international roaming services (except for USA roaming packages). PM customer service agent is unable to help. At this point since they are in Europe, it is difficult to change things. Maybe they or family member can contact their bank to see what can be done.

Ideally, before the trip, your in-laws could turn off their 2FA or change to email 2FA. Or for people who travel a lot internationally, they use another service besides Public mobile. Other mobile companies (ie. Telus, Rogers) will offer international roaming at a price (expensive).

Re: Travel Question

softech — Thu, 02 Mar 2023 14:39:12 GMT

@dmbcanada your in-laws would have to contact the bank and ask for one time access code or so. They will do that, tried that before.

Since they are in Europe, download VoIP app TextNow and make calls back to the bank for free. It works whenever there is Wifi or local mobile data

Re: Travel Question

HALIMACS — Thu, 02 Mar 2023 14:48:17 GMT

@dmbcanada

Indeed, don’t bother contacting customer support. Nothing they can do. ( @Handy1 ?)

One workaround, though it’s a bit tedious, is to have someone in Canada acquire another public mobile SIM card, and change the SIM number associated with the account through the self-serve portal.

Then the person inserts the SIM card in a device in Canada and go through the forwarding process from Canada, or they can receive the 2FA code themselves and send it to them abroad through a web-based VoIP service or iMessage or android chat message.

Of course, this is not necessarily a feasible work around, depending on how long they are going to be away, and whether their financial institutions can offer an alternative means of 2FA as @Dunkman suggests.

Re: Travel Question

treefrog — Thu, 02 Mar 2023 15:30:36 GMT

@dmbcanada

Is the 2FA code to access their online banking or is it to perform certain banking actions? Usually you're given a few options to verify.... your account security questions, a 2FA verification code through text message, scanning of government ID or verification code by a phone call.

Can your parents to get the verification code changed to come by a phone call which can leave the code on their voicemail? They can just phone their telephone number and press star when it picks up and then enter their voicemail pin code to access their voicemail retrieve the verification code.

Re: Travel Question

Yummy — Thu, 02 Mar 2023 15:41:59 GMT

PM does not provide service outside of North America.

They could mail you their SIM so you can try to handle their 2FA. If they have access to Internet they could switch from 2FA by SMS to email.

Re: Travel Question

dmbcanada — Thu, 02 Mar 2023 17:00:47 GMT

Trying to get them setup on a voip app to call the bank so they can gain access to their web banking. Thanks for the suggestions.

Re: Travel Question

HALIMACS — Thu, 02 Mar 2023 17:10:43 GMT

Good plan, @dmbcanada

I presume they are aware that their Public Mobile accounts will become permanently deactivated if suspended for 90 days?

If they left auto pay on, then they'll be fine. Hopefully they reduced down to the $15 plan while away, but some others choose to let the account go into suspension and reactivate on day 85.