Can't Access Account Without Access to Email or Access Email Without Phone

[captainstealur]

I forgot the password I used for both.  Its been a few months since I last logged in and I dont have the phone anymore.  The PIN recovery Doesn't seem to work nor the Can't Verify option.  Nothing loads after I click "Verify" so I cant even submit a ticket.  

I need access to my phone to gain access to my email to gain access to my iCloud to get access to all my data, backups, phone numbers, etc.

[Camera4617]

Backup your passwords is the most important thing nowadays. So many people 'forget' them and even if they don't, then they are probably easy passwords and reused on many sites. Use some password manager to do this for you (recommend BitWarden as it is free and great). So, never use the same password, make them complex as site allows and store them in password manager. Then the only password you really need to is password to your manager (though, again back it up somewhere, write it down or save in a file). Also, wherever possible us 2FA.. 

[captainstealur]

I tried to create a support ticket but cant get it to accept what i believe is my pin, nor load the next webpage after I submit the alternative verification option.

[softech]

---

@captainstealur wrote:

I have attempted a Private Message to CSA. 

It is a common problem being unable to create a support ticket to reset or change the pin or email?  Is it the server/website or is the problem on my end entering information?

---

@captainstealur   Private message is ok.   Just monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

FYI, if you want to create support ticket with PM using chatbot, this is what you need to type:

***Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

[captainstealur]

I have attempted a Private Message to CSA. 

It is a common problem being unable to create a support ticket to reset or change the pin or email?  Is it the server/website or is the problem on my end entering information?

[softech]

---

---

@captainstealur   this is a very complicated Subject line.. LoL

---

@captainstealur wrote:

I dont have the phone anymore. 

---

So, you meant you lost your phone?  If that is the case, are you getting a new SIM and planning to Change SIM and use the SIM on a new phone?

So, are you using Two-Step Verification or Two-Factor Authentication? They have  different methods for recovering 

Two-Step Verification has a Recovery Key that should have been kept in a safe place.

Two-Factor Authentication has a recovery process: https://support.apple.com/en-us/HT204921

[esjliv]

@captainstealur , you mentioned 'a few months'. Was that only access to self serve or also with active services?

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1 - Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2 - Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[esjliv · Accepted solution]

@captainstealur  - can you try the Forgot your password option?

Otherwise, ask CSA to help you get back in.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)