topic Re: Changed phone number so I cannot get the two Factor Authentication code in Get Support

Changed phone number so I cannot get the two Factor Authentication code

LabradorRealtor — Sat, 15 Feb 2025 22:10:07 GMT

I need to change the payment method on my fiancé's phone . The problem is I used a phone # that I no longer have for the factor id!!

And of course I do believe tomorrow is when his payment is needed. Is anybody able to help me with this?

Thank you

Re: Changed phone number so I cannot get the two Factor Authentication code

Chalupa_Batman — Sat, 15 Feb 2025 22:10:15 GMT

@LabradorRealtor wrote:
I need to change the payment method on my fiancé's phone . The problem is I used a phone # that I no longer have for the factor id!!
And of course I do believe tomorrow is when his payment is needed. Is anybody able to help me with this?

Thank you

Hey @LabradorRealtor

Fastest way to take care of this is to hit up Shoppers Drug Mart and grab a voucher. Dial 611 and add it. The deal with updating credit card.

There should be an option to click on "Didn't Get Code" and send to your email. If that option isn't there, reach out to a CS Agent to fix that.

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Changed phone number so I cannot get the two Factor Authentication code

computergeek541 — Sat, 15 Feb 2025 22:09:45 GMT

@LabradorRealtor wrote:
I need to change the payment method on my fiancé's phone . The problem is I used a phone # that I no longer have for the factor id!!
And of course I do believe tomorrow is when his payment is needed. Is anybody able to help me with this?

You'll need to use the "didn't get the code" button to have the 2FA code directed to e-mail. Once you're in your account, update your Eversafe profile. That's under Account and Manage Login (Secured by EverSafe).

Re: Changed phone number so I cannot get the two Factor Authentication code

BKNS27 — Sat, 15 Feb 2025 22:20:12 GMT

@LabradorRealtor

You can dial 1-855-4PUBLIC and make a manual payment to top-up her account.

Re: Changed phone number so I cannot get the two Factor Authentication code

LabradorRealtor — Sat, 15 Feb 2025 22:23:38 GMT

Hello that works. Except for now that I've gotten it and asked me to log in, I log in that it asks me to sign back in again constantly. It's not accepting it and keeping it so I can go in and change my billing. I have jumped out of the browser and in a few times, it's still doing it. Any tips? It makes me I have to change my Province to Newfoundland again and then I enter all the information and it brings me to sign in again what I want to go to my billing.

Re: Changed phone number so I cannot get the two Factor Authentication code

LabradorRealtor — Sat, 15 Feb 2025 22:24:21 GMT

Thank you so much, for trying to help. Unfortunately the nearest Shoppers Drug Mart is about 15 hours away lol. I may end up reaching out for customer service but I really do appreciate you trying to help.

Re: Changed phone number so I cannot get the two Factor Authentication code

Chalupa_Batman — Sat, 15 Feb 2025 22:27:03 GMT

No worries.

So what you're dealing with now is what's called a cache issue. This site is known for that. So this is your next move.

Go into your browser settings, enter "Cache" into the search and clear them. Then close the browser, reopen it and then go into incognito mode. Then log in and try again.

Re: Changed phone number so I cannot get the two Factor Authentication code

slusagm — Sat, 15 Feb 2025 22:36:01 GMT

Try using the PM app. if you got the same , try uninstall and reinstall

And for voucher, you can get it from gas station too, same no extra fees. And if you are willing to pay a fees, buy voucher online from recharge.com or ding.com or muskbird.com

Re: Changed phone number so I cannot get the two Factor Authentication code

computergeek541 — Sat, 15 Feb 2025 22:38:31 GMT

@slusagm wrote:
And for voucher, you can get it from gas station too, same no extra fees. And if you are willing to pay a fees, buy voucher online from recharge.com or ding.com or muskbird.com

I can't remember which ones, but there are some gas stations that do charge a convenience fee on Public Mobile vouchers.

Re: Changed phone number so I cannot get the two Factor Authentication code

LabradorRealtor — Sat, 15 Feb 2025 23:08:55 GMT

I just downloaded the app and tried it got the same problem. We tried it on my fiance's phone exact same issue. It would keep re-asking me to sign in constantly and then I'd have to put in a code say I do not get a code, sends me a code. Put it in accept it then wants me to sign in just complete repetitive and I have cleared my cash twice. Getting pretty frustrated with this because I can log in with my own account. I just can't with his to change the payment. 😞

I appreciate the help but I'm not sure what step to go for next.

Re: Changed phone number so I cannot get the two Factor Authentication code

LabradorRealtor — Sat, 15 Feb 2025 23:13:15 GMT

Thank you so much. I did call the phone number, but it's either with a voucher or it's with a pre-registered credit card. If I had a pre-registered credit card I wouldn't have this problem. But since I changed credit card numbers as well which is why I need to get in there, it's not registered and I canceled the other one. Mercy when I do things I do them big time LOL

Re: Changed phone number so I cannot get the two Factor Authentication code

slusagm — Sat, 15 Feb 2025 23:53:49 GMT

Have you ask PM yet? Submit ticket.

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Changed phone number so I cannot get the two Factor Authentication code

computergeek541 — Sun, 16 Feb 2025 16:45:35 GMT

unnecessary repetition