topic Re: Can’t get into my account in Get Support

Can’t get into my account

BN105 — Mon, 02 Jun 2025 20:46:01 GMT

My phone was stolen. I bought a new phone and SIM card which I installed. When I went to my account and used eversafe saved information I realized that the email address was wrong. It was discontinued a couple of months ago but I forgot to change that in my account. Trying to login in it would send the confirmation code to my old email. Can you please help me to correct my problems? Thank you

Re: Can’t get into my account

slusagm — Mon, 02 Jun 2025 20:50:10 GMT

you have no choice but to ask PM to help with the change and email update

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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can’t get into my account

hTideGnow — Mon, 02 Jun 2025 20:50:22 GMT

HI @BN105

email is the backup method to receive 2FA. Without the proper email, you will need to ask PM support agent to help. You can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can’t get into my account

Dunkman — Mon, 02 Jun 2025 21:36:02 GMT

@BN105

I have escalated your issue to customer service agent. They should contact you via private messaging within the next 0.5-1 hour. Likely will need to answer some security questions to confirm the identity.

Re: Can’t get into my account

BN105 — Mon, 02 Jun 2025 21:47:22 GMT

Thank you

Re: Can’t get into my account

CSA_PM — Mon, 02 Jun 2025 22:16:33 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.