topic Re: Accessing my account without access to my old email or phone in Get Support

Accessing my account without access to my old email or phone

mlopez2024 — Thu, 30 May 2024 00:18:38 GMT

I lost my phone over the weekend.

I got locked out of my email account because I forgot my password which I need my phone number to unlock.

When I try to log into my public mobile account it sends a code to my number or my email which I don't have.

I am trying to get another sim card with the same number. Can someone please tell me what to do?

I have created another account using a different email account just to be able to send this question here since it looks like no one can help me at any store please if someone could answer I would really appreciate it.

Re: Accessing my account without access to my old email or phone

softech — Wed, 29 May 2024 23:52:33 GMT

hi @mlopez2024 you need support to get it sorted out for you

Please open ticket with PM support by private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Accessing my account without access to my old email or phone

Chalupa_Batman — Wed, 29 May 2024 23:54:18 GMT

Hi @mlopez2024

Please create a ticket and contact customer service.

After doing so, you can either have PM mail one to you which can be up to 3 weeks or you can buy one off of Amazon or locally at a Telus store using this link. https://www.publicmobile.ca/en/on/pick-up-SIM . Don't worry, you'll keep the same number.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: Accessing my account without access to my old email or phone

mlopez2024 — Wed, 29 May 2024 23:56:17 GMT

Thank you for answering.

To create a ticket to speak to the automated chat it says to try to reset my password but I have no access to my email the email I used to set up my account or access to my cell phone number because I lost my phone this does not seem to fix the issue I am having.

I was wondering if there was a way to change the email, I had set up my account with.

Re: Accessing my account without access to my old email or phone

softech — Thu, 30 May 2024 00:24:07 GMT

@mlopez2024

If you cannot get through Chatbot, use the link I provided above to private message support

here is the link again

Work with support and they will help you to change email login and password if necessary

Re: Accessing my account without access to my old email or phone

RavingRaven — Thu, 30 May 2024 01:06:37 GMT

@mlopez2024

Do you know your voicemail pin #? If so you can choose the voice call option for the eversafe 2FA code. Have a pen and paper ready. Call your phone # from another phone and when voicemail picks up press "*" and enter your voicemail pin #. You can now retrieve the 6 digit 2FA code. The 6 digit code will be repeated as the first 6 digit code often has the first digit cut off in the voicemail message's recording.