topic Re: Can’t get into my account in Get Support

Can’t get into my account

Amandaj123 — Thu, 18 May 2023 15:30:54 GMT

how do I get into my account when I don’t have access to my old email

Re: Can’t get into my account

Yummy — Thu, 18 May 2023 15:39:16 GMT

Ask agent to update your email.

To Contact CSA-agent there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Can’t get into my account

Disallow — Thu, 18 May 2023 15:39:16 GMT

From what I understand, you'd need to send a message to CS from here to get the email changed.

Re: Can’t get into my account

LitlLdy — Thu, 18 May 2023 15:46:42 GMT

@Amandaj123 wrote:
how do I get into my account when I don’t have access to my old email

@Amandaj123 , you can still sign into your account using your old email address & password but as per @Yummy message only a CSA can update your email address on your account.

Re: Can’t get into my account

hTideGnow — Thu, 18 May 2023 15:47:32 GMT

hi @Amandaj123

if you can send the 2FA code to phone, yuubcan still login with the email as username and password

but to change email on My Account, only PM agent can do that. Please submit ticket

at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Can’t get into my account

dust2dust — Thu, 18 May 2023 15:48:36 GMT

So I guess your account isn't active or you don't have your valid sim in a phone? Otherwise, you can choose the sms option to log in. The email address is just a login id.

Re: Can’t get into my account

Disallow — Thu, 18 May 2023 15:59:48 GMT

but i don't think you can log in to the self serve without a registered email, right?

Re: Can’t get into my account

hTideGnow — Thu, 18 May 2023 16:02:11 GMT

hi @Disallow you can

the email address is just a username. If 2FA is disabled or can be sent to your phone, you can login

of course, if the only way to get 2FA is via email, then you will need to fix the email first

Re: Can’t get into my account

BKNS27 — Thu, 18 May 2023 16:43:07 GMT

@Amandaj123

If your account is still active, you can use the old email and password but have the 2FA code sent by text.

Other than that, you will need to contact a CS_Agent to update your email address once credentials are confirmed.

Meanwhile, if your account is suspended with no service. Purchase a voucher and enter the voucher number by dialing *611.

They can be purchased from these locations: