Catch 22: Can't access email without phone number, nor phone number without email.

[RobertSender]

Hello,

I lost my phone this weekend. The phone had my Public Mobile phone number on it. I would like to login to my Public Mobile account so I can register a new SIM card with my old phone number on a new phone.

In order to log into my Public Mobile account, two factor authentication requires me to access a verification code sent to my email address. The main issue is that, my gmail account has 2fa with my phone number.

In essense, losing my phone meant I'm locked out of both accounts. I don't know whether to appeal to Google or Public Mobile.

At this point, i'm appealing to anyone willing to help.

Sincerely,

R.S

[softech]

@RobertSender All 2FA system has this potential problem if you use SMS as the 2FA method and you lost the phone

For your safety in the future,  your Gmail should use authentication app or device authentication instead of sms.  You should also save some backup codes in case you lost the phone or yiou need to have couple devices setup as backup ( tablet, old phones, etc)

For your current situation,  you can open ticket with PM support and they will validate your identity and thrn change your login to another temp. email address

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

[dust2dust]

@popping- Please review the subject line. They'll need the support people to sort this out.

[popping]

@RobertSender 

IIRC, the 2FA requires email address or phone to send your your 2FA code - NOT both.

[MrSpock]

@RobertSender 

hi explain your issue to  a customer service agent

you will need to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[Timer · Accepted solution]

@RobertSender 

contact support team by  CS_Agent  to change email and set new password.