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Lost access to account

DMNick
Great Neighbour / Super Voisin

My Partner recently lost her ability to text and call. When we went to go check it out we were told to verify its her through email, but she doesn't have that email anymore and the only device we thought might be able to connect to it asked to verify through text message to get in so we are stuck in a bit of a loop. Any guidance on how to get back into the account or change the email would be much appreciated!

4 REPLIES 4

darlicious
Mayor / Maire

@DMNick 

Is the account suspended thus the reason you can only use 2FA sent to the email? Reactivate your services by paying with a pm voucher via 611. Then you can recieve the 2FA verification text via SMS text message. Once you can access the account you can disable 2FA on the profile page. For info on pm vouchers and alternative methods of payment.....

 

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

Quigley
Mayor / Maire

@DMNick 

To get a new email address for that account, please ask a CSA from Public Mobile to do that for you.

 

 

JK8
Mayor / Maire

@DMNick 

 

Have you tried rebooting, resetting network settings, reinstalling SIM card? Have you tried SIM card in another unlocked phone. If you call 611 from the phone is the account Active?

 

To put a new email on account contact an agent.

 

 

 

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Yummy
Mayor / Maire

Contact agent for assistance regarding your account.

To Contact CSA-agent; there are 2 methods:

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

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

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

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

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