Invalid email

[Heidi8]

My son’s account was set up with an email that does not belong to us.  The customer service rep set it up with an email that is not ours.  I cannot access his account or update his email.  Any suggestions?

[dust2dust]

What absolute nonsense from that support person. Close the account!? Are they high?

And then for as along as anybody can provide verification information to support then they must be given access. It's even worse when support asks to "speak" to a minor. Utter nonsense. 

Ask to escalate.

[Heidi8]

Sigh. I tried, but  I can’t as he opened an account  before and he cannot remember the password.  The reset password link goes to the invalid email that’s not ours.  It really seems impossible to circumvent,

[hTideGnow]

HI @Heidi8   Open a new Community account for your son

and "help" your son to create a new ticket.

[Heidi8]

He’s not in the community though.  How can I do that?

[hTideGnow]

HI @Heidi8   just "help" your son to open ticket with PM 

tell them you need to change email as your email is now hijacked and danger of sim fraud. They will help to change the email address

again, "help" your son to create the ticket

[Heidi8]

I cannot as all the reset prompts go to the

email that is not ours.  I don’t want to send account reset prompts to a stranger’s email.  Tech support has no answer other than to close the account.

[hTideGnow]

HI@Heidi8   remember this is no face to face support here

so, you can "help" your son to open another Community account, open ticket ,and "help" your son to engage PM support

Let's hope that helps

[Heidi8]

I have all that info it, I have provided my credit card info and all identifying information. Unfortunately  the rep said my son has to be the one who asks for the support on the ticket.  He cannot remember his password and the email to reset goes to the account that isn’t ours.  It’s a vicious circle.

It appears our only option is to delete the account.  In that case I will choose another provider as online only support is frustrating.

[hTideGnow]

HI @Heidi8   sorry, you need to have PM CS agent to help to change your email address 

Please open ticket with them at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[Meow · Accepted solution]

Only agent can update your email:

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[Handy1]

@Heidi8 @If your able to find it there and still want to change email at that point you will need a agents help to change the email in that case here’s a

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here

link 

[Handy1]

@Heidi8  did the customer service rep , give you a copy of sale for SIM card and service , maybe the email that was chosen is on that sheet of paper possibly