topic Re: Email change in Get Support

Email change

JohnDeer17 — Fri, 10 May 2024 00:30:32 GMT

My grandma just created an account on April 10, 2024. She had an old telus.net email address that she signed up with. Because she switched to public mobile instead of telus she no longer has access to that email address. So we tried to put in her new email address as a way of changing it. Now when I try to login with her new email address it is asking to setup her account and create a whole new plan! I don't want to do this I just want to keep the old plan with a new email address for login. Someone please help me!

Re: Email change

BKNS27 — Fri, 10 May 2024 00:38:02 GMT

@JohnDeer17

Accounts>Manage Login (Secured by Eversafe)>click on right arrow to change email address.

Re: Email change

hTideGnow — Fri, 10 May 2024 00:34:50 GMT

hi @JohnDeer17 so PM service is ok, but you cannot login??

with PM login, you can use the old email as login id and password, send the 2FA code to phone

But if you had problem login, agent can help. Please submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Email change

JohnDeer17 — Fri, 10 May 2024 00:36:35 GMT

I tried sending the code to the phone but never got a message. Service still works. I can call her phone and text her phone and she gets both

Re: Email change

hTideGnow — Fri, 10 May 2024 00:45:57 GMT

hi @JohnDeer17 if it is a recent activation, you could be one of those have sms issue, too

Message support and they can fix both issues for you

Re: Email change

colleeno — Fri, 10 May 2024 00:51:23 GMT

The email address is basically only a username so you should be able to log in using the Telus.net address. She will then receive a 2FA code by text. Once you are logged into her account, you can then go to Accounts > Manage login (Eversafe…) and update her email address.