Help: Phone Stolen - Cannot Access Account

[RiazS345]

Hi,

My phone was stolen. I’ve been trying to contact a live agent but have been unsuccessful. The problem is that I am unable to access My Account. 

I have my login details but it asks me to verify through phone or email. I always pressed Phone (SMS) but now that I don’t have my phone, I should press email. The problem is that I don’t have access to that email anymore and I’m at a dead end. I’m on autopay and I need the number back and I’m unsure of next steps.

I’ve submitted a ticket as well through the automated message agent.

[computergeek541]

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@softech wrote:

@RiazS345 

open ticket with PM by message them

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

in the mean time, depends if you have Apple/Samsung/other Android, maybe use FindMy service to remotely lock the phone
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

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The customer has already opened a ticket.

[softech]

@RiazS345 

open ticket with PM by message them

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

in the mean time, depends if you have Apple/Samsung/other Android, maybe use FindMy service to remotely lock the phone
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

[computergeek541 · Accepted solution]

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@RiazS345 wrote:

Hi,

My phone was stolen. I’ve been trying to contact a live agent but have been unsuccessful. The problem is that I am unable to access My Account. 

I have my login details but it asks me to verify through phone or email. I always pressed Phone (SMS) but now that I don’t have my phone, I should press email. The problem is that I don’t have access to that email anymore and I’m at a dead end. I’m on autopay and I need the number back and I’m unsure of next steps.

I’ve submitted a ticket as well through the automated message agent.

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At this point, you'll need to wait for the customer support agent to respond. They should get to you soon.