2FA For returning customer

[fedwamhamedi]

I am a returning customer. I previously had a Public Mobile number and SIM card. I went abroad and cancelled my subscription. Now, I'm trying to start a new subscription. I have my EverSafe ID and password. When I try to login to the Public Mobile app to complete the new subscription, it sends the codes to my old number. I tried entering a false code 4 times, it just redirects to the login page. There's no way to select email for 2FA when I hit resend  code (just SMS or voice). I also tried changing the phone number in my EverSafe profile, but all my relatives are with Public Mobile so it won't accept their numbers. 

Is there another way?

[BKNS27]

@fedwamhamedi 

If you disable Subscription for less than 90 days. You can reactivate your account by making a manual payment by dialing 611 or call 1-855-4PUBLIC. You will also need to enable the Subscribe button (AutoPay) for future payments. If you are having issues login. You need to contact a CS_Agent by clicking on the Chat icon and type in Submit a Ticket for an agent to help you.

If your account was disabled longer than 90 days, you will need a new SIM then create a new account then pick a new number during activation. You old number has been returned to the carrier you got the number from.

[Chalupa_Batman]

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@fedwamhamedi wrote:

I am a returning customer. I previously had a Public Mobile number and SIM card. I went abroad and cancelled my subscription. Now, I'm trying to start a new subscription. I have my EverSafe ID and password. When I try to login to the Public Mobile app to complete the new subscription, it sends the codes to my old number. I tried entering a false code 4 times, it just redirects to the login page. There's no way to select email for 2FA when I hit resend  code (just SMS or voice). I also tried changing the phone number in my EverSafe profile, but all my relatives are with Public Mobile so it won't accept their numbers. 

Is there another way?

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Hi @fedwamhamedi 

You'll have to reach out to a CS Agent to connect your email to your account. Once they do, then you can send it to your email and then log into your account and change the number to the new one.

To change EverSafe phone number or email.

https://eversafe.id.telus.com/user/selfservemenu

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[hairbag1]

@fedwamhamedi 

delete old app and...

download the app and start a new account.

edit...first part of my reply disappeared. I went back and re-replied.