Lost phone

Zoes_acct — Tue, 27 Feb 2024 23:08:23 GMT

My son lost his phone today and we cannot log into My Account to suspend the account. We cannot get the 2FA response and email is not an option on the resend. I've tried the workarounds that have been posted in other threads but we cannot get in. How do I get some support on this?

Re: Lost phone

softech — Tue, 27 Feb 2024 23:11:15 GMT

@Zoes_acct

yes, chatbot has problem with ticket, please private message agent instead: 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

But before you submit ticket, maybe you can try to get back in My Account yourself?l

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

topic Re: Lost phone in Get Support

Lost phone

Re: Lost phone