topic Re: lost old email on a different number and can not get into account because it uses the old email. in Get Support

lost old email on a different number and can not get into account because it uses the old email.

Cephas2 — Fri, 23 Aug 2024 04:21:51 GMT

On a different number I used an old email which does not exist anymore. How can I regain access without using the old email?

Re: lost old email on a different number and can not get into account because it uses the old email.

computergeek541 — Fri, 23 Aug 2024 04:28:59 GMT

@Cephas2 wrote:
On a different number I used an old email which does not exist anymore. How can I regain access without using the old email?

When logging in, the should be options to have the 2FA code sent by either text message or by voice message. Access to actual e-mail address isn't actually required, but you'll need to still use the old e-mail address as the login/username.

Re: lost old email on a different number and can not get into account because it uses the old email.

Cephas2 — Fri, 23 Aug 2024 05:21:41 GMT

At the login screen I can click "Forgot email", but then an email is send to the email on the account. I do not have that email anymore and do not know which one it was. I'm stuck.

Re: lost old email on a different number and can not get into account because it uses the old email.

BKNS27 — Fri, 23 Aug 2024 08:45:50 GMT

@Cephas2

I am confused why you click on Forgot Email? The 2FA code will be sent by text to your phone to access so you can update your email on your account as noted by @computergeek541 .

🎣

Re: lost old email on a different number and can not get into account because it uses the old email.

eddieO — Fri, 23 Aug 2024 12:40:01 GMT

@Cephas2, If you are still unable to get into your account you can open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: lost old email on a different number and can not get into account because it uses the old email.

Cephas2 — Fri, 23 Aug 2024 15:27:29 GMT

"but you'll need to still use the old e-mail address as the login/username" And this I can not - I dont remember which old email I used.

Re: lost old email on a different number and can not get into account because it uses the old email.

hTideGnow — Fri, 23 Aug 2024 15:30:38 GMT

@Cephas2 wrote:
"but you'll need to still use the old e-mail address as the login/username" And this I can not - I dont remember which old email I used.

HI @Cephas2 then you will need PM support agent to help. They can change the email address for login and update the 2FA phone number for you. Please message them

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: lost old email on a different number and can not get into account because it uses the old email.

eddieO — Fri, 23 Aug 2024 15:46:16 GMT

@Cephas2, the link below will send a message to the email address on file. If you are still getting notifications then this will help but if you are not getting notifications you'll still be out of luck. If you reach out to a CS_agent they should be able to tell you which account you used but they will be asking for account verification.

https://eversafe.id.telus.com/user/forgotemail

Re: lost old email on a different number and can not get into account because it uses the old email.

computergeek541 — Fri, 23 Aug 2024 19:21:30 GMT

@Cephas2 wrote:
"but you'll need to still use the old e-mail address as the login/username" And this I can not - I dont remember which old email I used.

Thanks for the clarification. I understand that now as the original post didn't mention that.