Deleted eSIM and now unable to access account

[Trevorjk]

Hi everyone, 

I originally installed the eSIM and then accidentally deleted the eSIM from my phone. Now I am unable to access my account through the Public Mobile app or through the browser as the 2FA authentication code is texted to my phone number, which was tied to the eSIM that I deleted. It no longer allows me to send the code to my email no matter how many times I click resend code or let the 5 minute timer run out. For some reason I am able to access my inbox and tickets, as it does not ask me for the 2FA authentication. 

I issued a ticket and the customer service agent is recommending that I get a physical SIM so that I can receive the text and then login to get an eSIM. Will this even work? I won't be able to login to add the physical SIM to my account...

I keep asking for a solution rather than a work around and nothing is being provided to me.

Any ideas?

[Trevorjk]

Thanks. Yes I have the screenshot so I'll send that to them as well.

[Trevorjk]

Thanks for the reply. Yes, exactly I won't even be able to add the SIM which is why I'm confused as to why they are suggesting this. 

They are now saying they are requesting access to the account? I'm hoping this will in fact resolve the actual issue at hand, but I'm skeptical based on the back and forth we've had all morning.

[BKNS27]

@Trevorjk 

The inbox and ticket is part of this Community forum and your account is a separate page.

i can’t see how getting a SIM would work since you still need to login to your account to change the SIM card number as you noted.

If you still have the QR code for you eSIM. Send a screenshot to the CS_Agent confirming that this is your eSIM to indicate you deleted the eSIM by mistake.

[eddieO]

Are you able to click on a link that says: "Didn't get code"? If so, select it and you should be able to get it to send the code with other options like email

[eddieO]

@Trevorjk I don't see how that would work, if you could log back into your account you would be able to "purchase" another eSIM, so not being able to sign in I don't see how you would be able to update you account to the new physical SIM card number unless I'm missing something

I would try opening another ticket, maybe get an agent that knows how to fix this on there end.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)