Daughter lost phone - Cannot logon to my account due to text/voice message option selected as 2 FA

[Noel_M]

@hTideGnow @will13am @CS_Agent

Hello

My daughter has lost her Public mobile phone and i cannot access My Account as the option is to send text or voice message to the phone as part of the 2 FA setup. 

On logging in using username and password,  i get the option to enter the code sent as text to the lost phone. On choosing resend code option, the follow up screen has only two options, Send text message OR Send voice message. I cannot access the lost phone to get the text or voice message. 

Pls let me know how to to deactivate the 2 FA. I need to report the phone as lost /stolen. 

Thanks 

Noel

[softech]

@Noel_M 

Try these workarounds, it could unlock the Send email option

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support by direct message here:

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

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

[hTideGnow]

HI @Noel_M 

first, I am just customer like you  🙂

for you case, best to submit a ticket with PM support.  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437            

[fixin]

@Noel_M - Please Click, 'Send Email.' If this is your first time in your My Account, you won't have that option, you will need help of a CS_Agent. Also if you are on iOS, you can login to find my, and if on android, search up, 'Android Find My device.' Samsung also has a specific website for it too.

 ⬇️ Click the link for an Agent * ⬇️

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

* - CS_Agent will typically get back to you within 48 hours. Please ensure that you pay attention for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

[Handy1]

@Noel_M  CS Agents can help you in this case 

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

[HALIMACS]

Did you try tapping the "Didn't get the code?" option which should then present an option to get it by e-mail?

If that fails, contact support

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.