topic Re: Change verification sms for old account in Get Support

Change verification sms for old account

Joblue — Tue, 29 Aug 2023 18:46:38 GMT

Hi, we just changed my spouse from Koodo to public mobile via phone number transfer, we used an old public mobile account she already had associated with her email address, everything went fine for the payment, transfer, but now it’s asking her for a verification code for an old phone number she doesn’t have access to without no way to change it, now we already paid the phone is transferred, but she has no access to her account without that old phone number?

Re: Change verification sms for old account

Handy1 — Tue, 29 Aug 2023 18:49:15 GMT

@Joblue Please submit ticket with support . I think trying to use the same email again is the issue . But they can help

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Change verification sms for old account

maple_leaf — Tue, 29 Aug 2023 19:08:57 GMT

Hello @Joblue , This has happened because of the EverSafe ID (email/password login) still being associated with your spouse's previous cell number at Public Mobile. The EverSafe IDs never get deleted when you transfer your number out, which is why you were able to activate new service with the same online account. To fix this, you will need to update your spouse's EverSafe ID with the new cell phone number you transferred in from Koodo (and I'm assuming it's a different number to what was originally in service with Public Mobile, because had it been the same number transferred back in, you would have received the code sent by text).

When you log in to your spouse's Public Mobile account, via app or PC, there should be a link below the code field that says "didn't get the code?". Click that link, and you'll have the choice to send the code to the email address for the account. Once you get logged in to the account, click on "Manage EverSafe ID", and then update the cell phone number, so that future codes are texted to the correct number.

Hope this helps.

Re: Change verification sms for old account

BKNS27 — Tue, 29 Aug 2023 19:11:28 GMT

@Joblue

If you click on Resend Code, you will have the option to send the code by email, text or call. So email is your only option.

If you still having issues then contact a CS_Agent to help you access your account by private messaging at:

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

Re: Change verification sms for old account

Joblue — Tue, 29 Aug 2023 19:42:34 GMT

No options for didn’t get code, only for resend code.

Re: Change verification sms for old account

maple_leaf — Tue, 29 Aug 2023 20:08:39 GMT

If you click resend code, do you have the option to re-send by email?

Re: Change verification sms for old account

joebloecat1994 — Wed, 30 Aug 2023 00:36:49 GMT

No, I can just send an infinity of codes to the number which was even deactivated in august 2022

Re: Change verification sms for old account

maple_leaf — Wed, 30 Aug 2023 03:51:37 GMT

Sorry for the delay in reply. In this case, best to contact a Customer Service Agent for assistance with access to your spouse's account and update to that EverSafe ID. You'll need to know the PIN for identity verification in order for a CS_Agent to be able to assist. More information and how to private message a CS_Agent or submit a ticket can be found here:

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

-or-

How to reach a CS_Agent:
https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

-or-

"Ticket" through Chatbot (Type "Ticket" in SIMon (chatbot), and follow prompts to get a ticket started:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html

EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs

How do I perform OTP verification if I’ve lost my phone or forgotten my email address?

Firstly, if you've lost your phone or it's stolen, mark your phone as lost/stolen in My Account by going to Profile and clicking "Mark device as lost/stolen".

Then, you can choose to receive OTP verification via email by selecting Resend code > Send email. After entering the OTP, mark your device as trusted if desired.

For ‘forgot email’ address refer to this article.

If you are not able to complete either SMS OTP or email OTP, please reach out to a Customer Support Agent by clicking here.