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Accessing my account without access to my old email or phone

Great Neighbour / Super Voisin

I lost my phone over the weekend. 

I got locked out of my email account because I forgot my password which I need my phone number to unlock. 

When I try to log into my public mobile account it sends a code to my number or my email which I don't have. 

I am trying to get another sim card with the same number. Can someone please tell me what to do?

I have created another account using a different email account just to be able to send this question here since it looks like no one can help me at any store please if someone could answer I would really appreciate it. 


Model Citizen / Citoyen Modèle


Do you know your voicemail pin #? If so you can choose the voice call option for the eversafe 2FA code. Have a pen and paper ready. Call your phone # from another phone and when voicemail picks up press "*" and enter your voicemail pin #. You can now retrieve the 6 digit 2FA code. The 6 digit code will be repeated as the first 6 digit code often has the first digit cut off in the voicemail message's recording.


If you cannot get through Chatbot, use the link I provided above to private message support 

here is the link again
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there 

Work with support and they will help you to change email login and password if necessary 

Great Neighbour / Super Voisin

Thank you for answering. 


To create a ticket to speak to the automated chat it says to try to reset my password but I have no access to my email the email I used to set up my account or access to my cell phone number because I lost my phone this does not seem to fix the issue I am having. 


I was wondering if there was a way to change the email, I had set up my account with.

Mayor / Maire

Hi @mlopez2024 

Please create a ticket and contact customer service.

After doing so, you can either have PM mail one to you which can be up to 3 weeks or you can buy one off of Amazon or locally at a Telus store using this link. . Don't worry, you'll keep the same number.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot:  Type: Customer Service Agent





IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information. 


hi @mlopez2024 you need support to get it sorted out for you

Please open ticket with PM support by private message CS Agent at:
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there 
Need Help? Let's chat.