Email Address is invalid

[Lloyd3]

My fiance signed up for Public Mobile a few months ago but just recently tried to log into her account to change her long distance minutes. It tells her that her email address is invalid. This makes it impossible to log into her account and therefore to do literally anything to remedy the situation. Every avenue explored with the ChatBot leads back to logging in which she has no way of doing. It especially sucks because she needs those long distance minutes tomorrow for her work.

How can we remedy this so she can log into her account?

[softech]

@Lloyd3 

Then it is better  for her to create a new email address, maybe Gmail. Then come back to PM and setup a new login for Community account and then open ticket via messaging that way

[Lloyd3]

Are they even going to help her via me though? Because remember she can't even start a Community account. Her email is invalid here too which is why I'm asking on her behalf.

[QekaQ]

That does sound super strange, contact support directly at this point. 

http://bitly.ws/KTCB

[softech]

@Lloyd3 

at this point, you need to engage support to have them looked into.  Please message them 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

[Lloyd3]

Here's what happens when she tries to go the Forgot Email route. Public Mobile asks for the phone # of the account. She enters it. It sends an email to her email address that is associated with the account which proves Public Mobile does have her email address set up in their system. She clicks the link to recover her account and is taken to the log in page which tells her that the email she's trying to input in invalid. It's just a cycle of coming back to a log in page that won't accept her email address as valid.

Without saying what it is it's not the typical email such as gmail or hotmail or anything like that.

[QekaQ]

Also, Skype has some great options for long distance calling.

[sfy]

@Lloyd3  Good chance it won't be sorted before tomorrow. Have her check out TextNow app. Free calls and texts to Canada and USA using wifi. 

[softech]

@Lloyd3 

you can first try to Forgot email link  ( https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true  ) and then Forgot password link  ( https://eversafe.id.telus.com/user/forgotpassword?locale=en&ForceAuth=true ) on the login page there. They will send you the "hints" via SMS/email. 

If that does not help, please open ticket with PM support

                 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

[QekaQ]

Does your girlfriend have multiple e-mail accounts? Have her check her inbox for sign-up e-mails to ensure that she used the correct one.

[Handy1]

@Lloyd3  .try forgot email option and see if a email comes to the emails they use . And try to verify and log in that way . And yes chat box doesn’t always work so well . But you can also message support this way 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

adding @Lloyd3  check email for a welcome email from public mobile to know your using the correct email also