Change email account

[GracieL]

My mom's phone number got hacked yesterday, the email of her account needs to be changed, she doesn't speak English and doesn't have an email, I helped her used my work email that I am no longer with that company. So there is no way to create a community account with that email. This issue needs to be resolved asap. Thank you.

[GracieL]

that's what I thought too, thanks again.

[darlicious]

@GracieL 

Your mom's number got spoofed by a scammer. It was probably completely random vs a security breach. Just as well as now you can deal with changing the email and ensure you have proper  access snd control of the account.

[GracieL]

Thanks!

[GracieL]

Thanks for your answer. I will get connect with the agent.

[GracieL]

My mom has been receiving tons of calls yesterday since it’s been hacked, and all those incoming calls were calling back as the hacker used it saying from Hydro. So I have changed her phone number yesterday with the same SIM card number.

I will change her password first and see. Thanks!

[darlicious]

@GracieL 

Can you log into her self serve account? If you can suspend it via lost/stolen. Change the password and disable 2FA until you can get the email changed. Check and see if the sim card # matches the one in the account. Does your mom's phone still have services?

[dust2dust]

Just to add, the community account email doesn't NEED to be the same as the account email.

[esjliv · Accepted solution]

Oh sorry to hear of your mom's situation @GracieL 

The only way to change the email connected to your mom's self serve account is to ask CSA to do it for you/her.

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

1 -  Faster  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)