2 factor authentication

[RosieAH]

Trying to change sim in app. two factor authentication sends SMS to an unactivated number, even after 5 presses of resend button, no prompt to change to "send to email" instead. Need someone to change it in the back end to default to my email address. Tried to use customer support: bot told me to get in touch with a customer support person, but couldn't ever seem to get contact with a real human

[slusagm]

@RosieAH 

so, you were able to  open ticket?  When did you submit it?

But now will just need to wait for PM to reply.   Or they will send you a text and email when someone replies

[RosieAH]

I've already tried this, have ticket still waiting

[hTideGnow]

hi @RosieAH 

you can get human support, but you need to submit a ticket first

you can submit an Expert Messaging ticket using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
          Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET             

[slusagm]

You will need Public Mobile to help.   Simply open ticket with PM using Expert Messaging.  Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/
 (Use your Community account to login.  For 2FA, you might need to use email to receive if you cannot receive the text on the phone.  Just click Didn't Receive code or Resend code and choose Send email or Send voice message) 
 
PM will reply you via Expert Messaging   between 9AM-10PM EST (Mon-Sun)
(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )