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Locked out!

Mhook
Great Neighbour / Super Voisin

My credit card number registered with my public mobile account has changed, but I cannot get into my account to fix this, given that the security authentication requires I retrieve a code sent to the outdated email address associated with my account. There is no way to access my old email account; nor is there any apparent way to authenticate my account using my phone which is now disabled pending the required payment. I just tried registering with the community to place a support ticket,  but the registration requires the impossible use of the outdated email associated with my account. ???

3 REPLIES 3

maximum_gato
Mayor / Maire

@Mhook 

Your other option is to pay by voucher thru the 611/IVR system or calling 1 855 4PUBLIC and entering your 10 digit phone number (as long as you don't have the current issue of not being able to access it like some customers). Or use an alternative method of payment option.....

 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Point-Redemption-Bill-Credits-Account-Rea...

 

Once paid and reactivated you can have the 2FA verification code sent via SMS text to your phone. Once you can access your self serve account you can disable 2FA on your profile page. Or contact customer support as above.


@Mhook wrote:

My credit card number registered with my public mobile account has changed, but I cannot get into my account to fix this, given that the security authentication requires I retrieve a code sent to the outdated email address associated with my account. There is no way to access my old email account; nor is there any apparent way to authenticate my account using my phone which is now disabled pending the required payment. I just tried registering with the community to place a support ticket,  but the registration requires the impossible use of the outdated email associated with my account. ???


Please use the chatbot to a open at ticket.  This is done by going to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and once you have loaded that page, type "change self serve e-mail address".  The Public Mobile customer support agent can make that change for you and answer any ohter questions that you may have.

softech
Oracle
Oracle

@Mhook   Open PM support can update the email address used on My Account. Please open ticket with them

 

While using Chatbot might be hard, follow the steps in Method 1 and you can get to ticket open screen quickly, or you can use Method 2 for direct message if you like

 

 

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

Need Help? Let's chat.