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Lost my phone. Can't log in due to 2FA

AaryanPo
Great Neighbour / Super Voisin

I lost my phone and i want to suspend my account.  In order to suspend my account i have log into to my account. But i can't log into my account as i have 2FA enabled so the confirmation code is sent to the phone which i just lost. How do i log in now without confirmation code?

2 REPLIES 2

Chalupa_Batman
Mayor / Maire

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********.  But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Chalupa_Batman_4-1697679731827.png

Then, the next window that pops up is this.

Chalupa_Batman_5-1697679731738.png

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

You should now be able to get into your account.

 

esjliv
Mayor / Maire

@AaryanPo - Use the option 'didn't receive code' or resend. Do you get the option to get the code via email?

Call 1-855-478-2542 or # 1-855-4PUBLIC from another device to remove autopay, if that is what you want to do.

You may also try to use the forgot your password or email option to see if that gets you in your My Account. If still issues, ask CSA for help.  Methods to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble), 

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.  Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support. 

Need Help? Let's chat.