topic Re: Can’t access MFA due to lost phone in Get Support

Can’t access MFA due to lost phone

Benchin32 — Thu, 09 May 2024 19:29:24 GMT

My phone was stolen and I’m out of the country.
I can’t access the MFA (multi factored authentication) so I can’t log into my account.

I also msg CS_agent and they are not helping me at all.

is there a way to authenticate a different way (using voicemail pin or different phone numbers or emails??)?? Or can public mobile remove MFA entirely

Help would be appreciated.

Re: Can’t access MFA due to lost phone

softech — Thu, 09 May 2024 19:25:57 GMT

@Benchin32

you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

Re: Can’t access MFA due to lost phone

Benchin32 — Thu, 09 May 2024 19:28:49 GMT

I can’t access my email bc I’m out of country and can’t sign into gmail on different device without MFA (phone stolen, laptop back home)

Re: Can’t access MFA due to lost phone

hTideGnow — Thu, 09 May 2024 19:33:52 GMT

hi @Benchin32

only support can help

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

Re: Can’t access MFA due to lost phone

softech — Thu, 09 May 2024 19:33:58 GMT

@Benchin32

without access to email, you will have to ask support to help. Understand you already did, please check the community inbox for their reply

Re: Can’t access MFA due to lost phone

Benchin32 — Thu, 09 May 2024 19:35:06 GMT

CS agent isn’t helping me at all on the private message option