topic Re: Can't verify with code because phone screen broken. How do I get into account? in Get Support

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Sat, 01 Jun 2024 16:35:47 GMT

this no longer works, the email option is gone

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Sat, 01 Jun 2024 16:56:30 GMT

@Meghann Have you tried tapping Didn't Get the Code more than once? If you still can't get into your account then submit a ticket to customer support using the chat icon bottom right of this page.

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Sat, 01 Jun 2024 16:58:22 GMT

I'm past that point and it has another screen that says "

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Sat, 01 Jun 2024 17:05:38 GMT

@Meghann You can't get the voice message either? In that case contact customer service as suggested.

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Mon, 03 Jun 2024 00:34:47 GMT

So, at this point i am convinced that also the customer service staff do not know how to solve this either. They are now telling me to buy a new phone, but I can't register the new phone because they want me to receive a text to login to my account. I just need to phone someone, or is there anyway i could go to a telus store to resolve this? It's outrageous. it takes hours for them to respond

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Mon, 03 Jun 2024 00:37:36 GMT

@Meghann Do you have a physical sim card or an esim? To change to a new phone you just need to take the sim out of the old one and put it in the new one, you don't need to do anything in your account. If esim then you would download the PM app and get a new esim there.

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Mon, 03 Jun 2024 00:48:32 GMT

have an esim, and you cannot login to the PM app without receiving a text.. no joke, very much not possible, and the nice people trying to help me also have no idea how to solve this. I cannot login to the PM app. I will forever use card sim in the future, because this is wildly troublesome. I cannot call anyone, no one can help me recover, I've even been forced to give every bit of account details and no one can solve this.

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Mon, 03 Jun 2024 01:52:02 GMT

@Meghann So you tried getting the code by voice message and it didn't work? You can access your voicemail from another phone if a working one is available.

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Mon, 03 Jun 2024 10:23:55 GMT

no, because it doesn't leave a voicemail, it reads the code off and hangs up faster than the voicemail can record I'm guessing.

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Mon, 03 Jun 2024 11:13:37 GMT

@Meghann The only other thing I can think of is to try Siri, or the Google equivalent depending what phone you have, to enter the code in the broken screen phone or read the code out loud. Of course if you're like me and don't have those things already set up then that idea is out the window too. Do you have the new phone now? If so you can download the app over wifi and ask PM support to send you the esim, telling them (again!) that you can't log in to get it yourself. Edited to add, is the screen not fixable, or is it not cost effective to do so?

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Tue, 04 Jun 2024 19:43:30 GMT

Support has tried to reset the account, that didn't work, will request the esim to be sent directly to me becasue all other options are not working

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Tue, 04 Jun 2024 21:32:54 GMT

Support has said I need to buy a new esim, that can only be done from the online account, that I can't login to. we are toast. How do I transfer my number to another carrier from public, can i do it without anything on the public side?

Re: Can't verify with code because phone screen broken. How do I get into account?

Phil_Adelphus — Tue, 04 Jun 2024 21:50:48 GMT

@Meghann Ask support to escalate, they should be able to do something. If you just want to leave, your new provider will send a request to Public Mobile to release your number. Public Mobile then would typically send a SMS text to your phone to which you would reply YES. Since you can't answer YES as the phone isn't working you would have to ask Public Mobile to manually release your number to the new provider.

Re: Can't verify with code because phone screen broken. How do I get into account?

Meghann — Tue, 04 Jun 2024 23:10:00 GMT

Did that... it's beyond frustrating, thank you Phil, you are the only help we have received so far, @CS_Agent has been unable to help at all