topic Re: Re:- Public sends account access code to an old number in Get Support

Re:- Public sends account access code to an old number

Shire-Reeve — Sat, 23 Dec 2023 22:15:15 GMT

A Public mobile client since 2021, I changed my number and updated the online profile in August. When trying to access my account online, Public states it sends the 6 digit security code to my old number. That number is no longer in "profile". Solutions?

Further, numerous attempts to contact an agent with a ticket agent result in a "404" error.

Thanks for any assistance.

Re: Re:- Public sends account access code to an old number

Handy1 — Sat, 23 Dec 2023 22:17:15 GMT

@Shire-Reeve Submit ticket with support to help

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Re:- Public sends account access code to an old number

hTideGnow — Sat, 23 Dec 2023 22:21:52 GMT

hi @Shire-Reeve

contact cs agent by direct message, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

For the phone number 2FA, click Didnt receive code and check if Send email is an option. Use that and go to Profile page, Manage EverSafe id and change phone number there

But of course, if you cannot even login, submit ticket

Re: Re:- Public sends account access code to an old number

Shire-Reeve — Sat, 23 Dec 2023 22:45:55 GMT

Thanks,

Unfortunately attempts to submit a ticket result in repeated 404 errors.

I can get in by email but need desktop access. My profile was updated in August and the old number deleted.

Re: Re:- Public sends account access code to an old number

Shire-Reeve — Sat, 23 Dec 2023 22:52:41 GMT

Thanks. I can't get a ticket - repeated 404 error.

Re: Re:- Public sends account access code to an old number

Phil_Adelphus — Sat, 23 Dec 2023 22:55:39 GMT

@Shire-Reeve The link you were given is to private message customer service and by-pass the usual ticketing system which is broken.

Re: Re:- Public sends account access code to an old number

G_Cristian — Sat, 23 Dec 2023 23:32:47 GMT

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

For me, it does not work, unless you are already logged in, try in Chrome Incognito or something.

@Shire-Reeve This is what works for me if you can't get the OTP to your phone but email address is valid:

https://selfserve.publicmobile.ca
In this exact sequence:

1. Click on 'This is a trusted device'
2. Click on 'Didn't get code?'
Get options Text, Email, Voice' > Email

Enter OTP from Email, should be able to log in

Re: Re:- Public sends account access code to an old number

hTideGnow — Sat, 23 Dec 2023 23:34:09 GMT

hi @G_Cristian

you need to click Trusted device After you clicked send email

Re: Re:- Public sends account access code to an old number

G_Cristian — Sat, 23 Dec 2023 23:40:38 GMT

@hTideGnow Thanks for the follow-up. I have retested and can confirm it works with either 3 ways:

1. Click Trusted Device before 'Didn't get code'

2. Click Trusted Device after you clicked send email (as you said)

3. Do not click Trusted Device before or after (I suppose this should work for repeated logins with only user/pass but no OTP - did not test that)

Re: Re:- Public sends account access code to an old number

hTideGnow — Sat, 23 Dec 2023 23:59:47 GMT

hi @G_Cristian because when you check mar Trust device first , you clicked Didnt receive code and Send email, then screen will go back to the enter 2FA code screen with Trust Device unchecked. In other words, the earlier clicked in Trusted was wasted

I tried and confirmed that experience