Account Verification

[vsemantha98]

I’ve been trying to access my account for the past 3 days. It keeps asking me to verify my account by entering a 6 digit code. Unfortunately the email/link/code isn’t actually being sent to my email and I’m not sure how to properly receive it. It sucks not being able to talk to a live agent

[dabr]

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@will13am wrote:

@vsemantha98 , by chance are you using a gmail alias?  If so, there seems to be issues with receiving 2FA emails.  At least that was the problem a while back.  Check also your spam folder.  By the way, this service does not have live agent support, well agents are live but they don't support through instant messaging.  Use the chatbot link to initiate a support ticket if you need their assistance.  

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Actually, you can receive 2FA code on the gmail alias accounts, but, for some odd reason, you're unable to put in an alias gmail address using "+" for a password reset option.   However, alias email using "." seems to work but that isn't useful for anyone not using the "." in their email alias.   Also trying to get 2FA sent via text instead for the password reset,  doesn't work either on suspended accounts.

[darlicious]

@vsemantha98 

You can pay for your plan using vouchers or if you know your four digit account pin number you can pay for it also by dialing 611 from your phone or by dialing 1 855-4PUBLIC and enter your 10 digit phone number. You can load a voucher which will automatically reactivate your account without using your 4 digit account pin number to make a credit card payment you have to know your account pin. Here's more info on purchasing vouchers.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

Once you reactivate you can have the six digit verification code sent to your phone via SMS text. Enter it in the box but do not click go or anything just wait 5 seconds and you will be able to access your account. You can then disable 2FA in your profile.

[hTideGnow]

HI @vsemantha98   is your account currently suspended?  if so, the code can only be sent to your email

you will have to open ticket with PM CS agent as advised above

[vsemantha98]

it also only allows to be sent by email

[vsemantha98]

I don’t have access to the phone number, being that I need to pay for it 😞 which is why I’m trying to access my account

[BKNS27]

 

@vsemantha98 

Is there an option to have the 2FA code sent by text to your phone?

I didn’t have this issue sent to my phone.

 

[vsemantha98]

Yes, it even gives me an option to resend. It has never been sent to my email in my inbox or in my junk

[will13am]

@vsemantha98 , by chance are you using a gmail alias?  If so, there seems to be issues with receiving 2FA emails.  At least that was the problem a while back.  Check also your spam folder.  By the way, this service does not have live agent support, well agents are live but they don't support through instant messaging.  Use the chatbot link to initiate a support ticket if you need their assistance.  

[hairbag1]

The code should be going to the email address that you provided during your account activation. Have you checked that email address ?

[Outdoorsman · Accepted solution]

@vsemantha98 

hi if you are not receiving your code and you need your email reset or changed

you need the help of a service rep

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or  private message them here

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