topic Re: Can't change email address in Get Support

Can't change email address

Dale7 — Mon, 31 Jul 2023 15:56:09 GMT

Im trying to change my email address, but it is giving me a "Failed policy validation" error.

Re: Can't change email address

esjliv — Mon, 31 Jul 2023 15:57:08 GMT

@Dale7 - are you in the app or web browser? If web browser, open a tab in incognito/private mode and try again. Or use another browser or device to log in.

Re: Can't change email address

softech — Mon, 31 Jul 2023 15:58:15 GMT

@Dale7

did you try to update the email address from Profile page, Manage Eversafe ID?

https://myaccount.publicmobile.ca/en/account/my-profile

Try again using Incognito mode and see if it works

if not, message support and have them to update it for you manually

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: Can't change email address

esjliv — Mon, 31 Jul 2023 16:01:40 GMT

@Dale7 I should have asked, are you sure you are using an email that is not associated with an existing account?

Re: Can't change email address

Meow — Mon, 31 Jul 2023 16:11:16 GMT

New e-mail has to be unique - never used for PM.
Try using computer to perform email change.

Re: Can't change email address

Dale7 — Mon, 31 Jul 2023 16:13:55 GMT

I tried from a computer . It doesn't matter. It still didn't work

Re: Can't change email address

Dale7 — Mon, 31 Jul 2023 16:14:17 GMT

Yes I am.

Re: Can't change email address

Dale7 — Mon, 31 Jul 2023 16:18:20 GMT

I tried both. I got an email in the new email adress saying it was changed , but it still shows my old email address in my app, and I have to use the old email address to log in.

I will try incognito mode. Thank you.

Re: Can't change email address

softech — Mon, 31 Jul 2023 16:20:04 GMT

@Dale7

if you have been using app to login, best to test with browser and incognito mode

If it works on browser, the uninstall the PM app first, clear the browser cache of your default browser on your device, then reboot and reinstall PM app and test

Re: Can't change email address

Dale7 — Mon, 31 Jul 2023 16:33:11 GMT

Okay , I did that , and used a different email and it worked.

Thanks for your help.