I forgot my password and my old email address is no longer in use, what can I do?

[SunnyWu]

I forgot my password and username and my old email address is no longer in use, what can I do? Why can't I just log in using my phone number with sms verification???

[dust2dust]

If you haven't yet got this fixed by support then you can change your password and get a text to confirm. This works on a suspended account (not lost/stolen). The old email can still be used to login if the account is active by using the SMS option. But if the account is suspended then no, you would need support.

What are you trying to do anyway?

[BKNS27]

@SunnyWu 

You will need the assistance of a CS_Agent to help you access your account and change your email address.

If you remembered your password with the old email then you can have the 2FA code sent by text to your phone as long as your account is still Active.

[softech · Accepted solution]

@SunnyWu you need to open ticket wirh PM support to update the email address used for My Account and also have them assist to reset the password :

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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

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

[computergeek541]

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@SunnyWu wrote:

I forgot my password and username and my old email address is no longer in use, what can I do? Why can't I just log in using my phone number with sms verification???

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You will need to open a ticket and contact a customer support agent by using the chatbot.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html