Changing e-mail on suspended account

[Savepuck]

My wife created her public mobile account with her employer's email. Since the creation of her account, her email has changed and she no longer has access to the email she used to create her account. Due to this, her account has been suspended due to non-payment because she is no longer able to login to her public mobile account. When she tries to login to her account using the email she signed up with (but no longer has access to) she is given an 'error' message - assuming this is because this email address is no longer valid.

How is she supposed to gain access to her account - let alone change the email associated with the account if she cannot login?

[hTideGnow]

HI @Savepuck  

Yes, you need an active service to port the number to another carrier.

You have another email address that works?  open ticket with CS agent and ask them to update the email address for you:

To open a ticket with PM CS Agent. at : https://publicmobile.ca/chatbot.

To open ticket quicker start with typing "Forgot log in information" , then follow the prompt

[dust2dust]

When was the last payment? Did you possibly deal with a credit card fraud recently? What recording do you get on the phone dialing 611?

You can also make payments using vouchers or real time payments. Or if you know your 4 digit account pin you can use your card in 611.

[Savepuck]

The phone is actually locked to public mobile - and I cannot sign into my account given the above information to cancel the plan. Therefore, I am not welcome to switch to another carrier.

[Savepuck]

The email I signed up with receives an 'error' message when attempting to login to public mobile. Again, this is because I no longer have access to this email and therefore it is not 'a valid' email address. I can no longer login to public mobile and access my account ie. make payments. 

So no, I cannot still use it.

[BKNS27]

@Savepuck 

You can still login to your account registered on PM system. The 2FA code can be sent by text to your phone…not that hard.

A CS_Agent will get back to you between the hours of 6:00am to 10:00pm EST and keep your eyes on the envelope icon above for a reply.

You are welcome to switch to another carrier.

[dust2dust]

The old email address is just a login id here. You can still use it. You could even use a fake one. You just won't get any verifications or promo emails from here. You can still use SMS.