topic Not receiving OTP, can’t access account in Get Support

Not receiving OTP, can’t access account

Brooke255 — Sun, 24 Aug 2025 15:19:55 GMT

Hello,

I hoping someone can please help!
I am new to Canada and set up a subscription with Public less than 2 months ago.

I tried to access my account last week to change my bank details, but forgot my password. When I use the ‘forgot password’ function I find myself getting stuck in this cycle where I never receive the OTPs via email! If I try to reset my password via my mobile number, it ‘accepts’ the change and seems to be successful, but when prompted to log in again with the new password it says it’s not valid. I’ve locked my account 3 times doing this.

I have since created a new account using another email and have raised a ticket, but it’s been over a week and the customer service agents haven’t done anything..

Can anyone help? Not sure if this is a glitch that will resolve itself or if I need to somehow cancel my subscription? Thanks!

Re: Not receiving OTP, can’t access account

Meow — Sun, 24 Aug 2025 15:24:25 GMT

Redirect 2FA to your email.

Re: Not receiving OTP, can’t access account

hairbag1 — Sun, 24 Aug 2025 15:25:34 GMT

@Brooke255

changing the payment card can be daunting, alright. Click the orange bubble to start process of getting Customer Support involved again. Watch the little envelop icon on top right side of page will be highlighted when they respond.

If that fails, try this link to direct message Customer Support.

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

Re: Not receiving OTP, can’t access account

Brooke255 — Sun, 24 Aug 2025 16:43:12 GMT

I don’t get this option when I try sign in?

I’ve also tried to ‘recover email’ but no activation emails come through to my account..

Re: Not receiving OTP, can’t access account

Dunkman — Sun, 24 Aug 2025 16:48:40 GMT

@Brooke255

Did customer service agent respond to your ticket? Need to respond back to CSA agent. The problem is the interaction is not instantaneous. Need to wait 1-2 hours between each interaction.

If the CSA did not respond to initial ticket, need to resubmit another ticket.