Can’t log in to account

[Britt13]

My friend has a public mobile account and was trying to transfer her number to an e-sim card. Something went wrong and she was logged out of her account. Now she doesn’t have service and cannot log back in to her account because the 2 step factor authentication is sending the code to her phone number but her phone doesn’t have service and therefore cannot receive text messages. How should she fix this? 

[hTideGnow]

hi @Britt13 

she might not need support agent to help.  On the 2FA screen, click Didn't receive code or Resend code, then choose Send email or Send voice message to get the code via email or voicemail (to retrieve code via voicemail, call herself from another phone) 

[Sansan]

@Britt13 

Your friend will need to reach out to a Public Mobile agent at the link below for assistance. 

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