topic Re: Cannot Access Phone to Receive Login Verification Code in Get Support

Cannot Access Phone to Receive Login Verification Code

Everado — Tue, 13 Jun 2023 07:58:50 GMT

Hey there, I'm trying to help my parents out with one of their accounts. The phone associated with the account was destroyed but they can't log in to cancel the account because they have no way of getting the verification code. They can't even submit a ticket because they can't log in. It seems like kind of an obvious flaw for the system and I can't seem to find any solutions at the moment.

Re: Cannot Access Phone to Receive Login Verification Code

Handy1 — Mon, 12 Jun 2023 18:32:23 GMT

@Everado Please

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Cannot Access Phone to Receive Login Verification Code

softech — Mon, 12 Jun 2023 18:32:59 GMT

@Everado do they know their 4 digits account pin? if so, call 1.855.4PUBLIC and then you can disable Pre-Authorized payments from there

if not, please open ticket with PM support and ask them to help to disable the autopay

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Cannot Access Phone to Receive Login Verification Code

dust2dust — Mon, 12 Jun 2023 18:36:03 GMT

Had they gone through the new account system yet before the phone got destroyed? Do you get some options when you click resend code if that shows up?

Re: Cannot Access Phone to Receive Login Verification Code

BKNS27 — Mon, 12 Jun 2023 18:46:22 GMT

@Everado

You can click on Resend Code and it will give you the option to send the code by Email, Text or Call.

Re: Cannot Access Phone to Receive Login Verification Code

Everado — Mon, 12 Jun 2023 18:51:15 GMT

Unfortunately it only give the option to text or call. Which leaves us at the same problem. The email solution would be great.

Re: Cannot Access Phone to Receive Login Verification Code

Everado — Mon, 12 Jun 2023 18:51:57 GMT

It was a pretty new account so I imagine they did, the only options are to send a text or voice message.

Re: Cannot Access Phone to Receive Login Verification Code

BKNS27 — Mon, 12 Jun 2023 18:56:31 GMT

@Everado

Then you need to contact a CS_Agent by private messaging to help you close your parent’s account but you will need their security PIN to confirm the account.