Can't access my account in order to change profile info (email address is old)...

[123chocolate]

Needing to update payment info with updated credit card expiry date but can't get into my account because the email address used in setting it up is old (at least, I believe that's the problem as opposed to it being an issue with the password).  Would appreciate any suggestions.

[BKNS27]

@123chocolate 

You can still access your account with the old email address and correct password but just have the 2FA code sent by text.

The system will recognize registered the old email and password.

[pmva]

@123chocolate Whether you have access to your email account shouldn't affect being able to login if the password is known.  Your options are limited if the password is wrong though because you can't change the password yourself.  But it sounds like you're going to need a CS Agent to update your email address for the account so you can access it to change the credit card.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[esjliv]

@123chocolate - whether or not you can access your My Account, you will still need customer support help to change your email. 

So contact them to get you access to your My Account as well as change the email.

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

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent