Locked MyAccount and Lost Email

[ray_chua]

I'm trying to help my dad with his service because the credit card on file is expired and he's locked out. He doesn't remember his email used to create MyAccount so we can't login and update his profile and payment info. Can someone at customer support reset his account so he can re-register with his phone number? I can help set up a new email address for future.

[HALIMACS]

@john_kim 

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

[john_kim]

https://productioncommunity.publicmobile.ca/t5/Get-Support/Locked-MyAccount-and-Lost-Email/td-p/1139...

Hi, Account locked as described by ray_chua and needing customer support to get access back.

[john_kim]

Customer support, this is the account needing to be reset. Thanks for the DM to ray_chua but I understand it has to be done by the account holder for it to work.

[ray_chua]

Hey, thanks everyone for replying and helping me figure this out.

[BKNS27 · Accepted solution]

@ray_chua 

At this point, only a CS_Agent can help you access your father’s account so DM them at:

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

[ray_chua]

When I tested out my mom's number, she gets an email with the one I thought was my dad's. Of course he can't remember the email that was created in the first place since they can't share their regular email account when registering.

To sum up: forgot his email entirely, can't access MyAccount even though he's got a phone number.

[BKNS27]

@ray_chua 

So what is the email for you mother’s email when you enter her phone number? On PM, each account will have a different email address.

There is probably a mixup in each of your parents’ email.

[ray_chua]

We tried doing that but it looks like it's not going to his regular email address. His regular email is shared and is already used as another Public Mobile account by my mom. That's something I've figured out just now. What I understand was done was that another email account was created just for Public Mobile for my dad. He lost this email entirely when his old laptop stopped working so I'm trying to help him figure this out.

[Dunkman]

@ray_chua 

Your dad can find out which email by the following link:

https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true