topic Re: Lost phone in Get Support

Lost phone

Betty1066 — Tue, 26 Dec 2023 17:11:28 GMT

How do I let them know my phone is lost? I give email address, password, and then they send a verification code to my cell phone to make sure it's me before I can get into my account. It just goes around in a circle, I cannot get into my account, without verification code.

Re: Lost phone

Handy1 — Tue, 26 Dec 2023 17:12:54 GMT

@Betty1066 Here’s how to let them know

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Lost phone

Andy85 — Tue, 26 Dec 2023 17:16:03 GMT

Hi @Betty1066,

Sorry to hear that you lost your device 😞

Here is an article that can help you during this time. It goes over the steps on how to rectify your current account and place it on hold along with what to do when you purchase a new phone.

Here you go:

https://www.publicmobile.ca/en/bc/get-help/articles/lost-or-stolen-phone

Re: Lost phone

Betty1066 — Tue, 26 Dec 2023 17:20:44 GMT

Tried that, can't get into my account, because they send a verification code to my cell phone before they will open my account, to make sure its me. And since phone is lost can't get verification code.

Re: Lost phone

Andy85 — Tue, 26 Dec 2023 17:37:48 GMT

Hi @Betty1066,

When the website send you the code by text, click on the following option:

A new pop-up will appear. From there I would suggest going with the Email option to get access to your code:

I hope that helps! If you have tried all this and it is still unsuccessful, please submit a ticket with our customer support team. You can do so by using the following link:

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

Please be sure to explain the issue to them. They will respond to you in your community inbox so check it from time to time. (Little envelope icon on the top-right of this page)

Re: Lost phone

Betty1066 — Tue, 26 Dec 2023 19:24:45 GMT

mine doesnt say that it just says resend code, I let it tick down, to 0 but it says code expired Resend

code, so I have reached out to customer support, just waiting for a reply.

Re: Lost phone

Handy1 — Tue, 26 Dec 2023 19:27:05 GMT

@Betty1066 That’s why I send you link to support first reply . Once you have submitted ticket agents usually reply with in the hour sometimes longer . Just keep an eye on your community inbox for a response or use this link to the community inbox

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Lost phone

Betty1066 — Tue, 26 Dec 2023 19:36:26 GMT

Thanks I did reach out to them when you sent it to me, but have no heard response yet. appreciate the help

Re: Lost phone

Andy85 — Tue, 26 Dec 2023 19:38:05 GMT

@Betty1066 wrote:
Thanks I did reach out to them when you sent it to me, but have no heard response yet. appreciate the help

Response times can range from 1-2 hours.

Re: Lost phone

computergeek541 — Tue, 26 Dec 2023 20:18:10 GMT

@Andy85 wrote:
@Betty1066 wrote:
Thanks I did reach out to them when you sent it to me, but have no heard response yet. appreciate the help
Response times can range from 1-2 hours.

The range of times can very much more than that. There's no way to no the current response time. It's based on volume/demand and the type of request.