topic Re: Issues accessing my wife's account in Get Support

Issues accessing my wife's account

Gropper76 — Thu, 01 Jan 2026 19:32:51 GMT

So today I reset my wifes phone which has a esim on it. But I am now not able to get into her account due to 2 factor authentication. I cant acces her email cause the the account is locked but I need to ger her phone active to access her email. But I cant request a new esim because of the 2 fator authentication on this site. Can someone help?

Re: Issues accessing my wife's account

hTideGnow — Thu, 01 Jan 2026 19:35:56 GMT

hi @Gropper76

see if you can get the 2FA via voicemail. When it is asked for 2FA, click Didn't Receive code or Resend code, and then choose Send Voice Message. You can then call your wife number from another phone, click * to interrupt the greeting and enter voicemail PIN

if you still cannot get the 2FA code that way, you will need to seek help from PM support agent. Use your Wife Community account to message PM agent here:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Issues accessing my wife's account

Gropper76 — Thu, 01 Jan 2026 19:36:37 GMT

Thanks ive tried voice mail, but she never gets one.

Re: Issues accessing my wife's account

CSA_PM — Thu, 01 Jan 2026 20:10:21 GMT

Thank you for the escalation! The customer is in contact with an agent.