CS_agent

[Chris1959]

I am trying to update my cc information but my account has my old email address which no longer exists.  When I go log in you send a verification code to my old address which I can't access.  How do I change my email address when I can't access my account.  over the top frustrated

[esjliv]

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@Chris1959 wrote:

they did send a security code to my cell but wanted to send one to me email also with the message just to make sure it is you

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You should really only need one or the other, not both, that is strange @Chris1959 .

Have you submitted a ticket with CSA (customer service agents) by links provided above?

[Chris1959]

they did send a security code to my cell but wanted to send one to me email also with the message just to make sure it is you

[esjliv]

@Chris1959  - if you are not given the prompt to send a text, then I am guessing you may be in suspended status.

You may be able to get this sorted out with a CSA by the end of the day by methods provided.

OR, 

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  to at least to get services going...

see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

[dust2dust]

Do you have service? You can send the verification to text. If you don't have service you could buy a voucher online (or in stores - or use real time payments) and reactivate your service and then choose the text. But yes certainly you'd want to change the registered email.

[hTideGnow · Accepted solution]

@Chris1959   for now , you can still login .  You just need to have the security code to your phone, and you can still use the old email address to login

But yes, you should update your email address anyway.  But this is something you need PM CS agent's assistance 

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[Outdoorsman]

@Chris1959 Hi you can get your email changed 

With 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-id/22437