Need to change email on file - Can't verify to send ticket

[fmarandi]

Hi all, 

I'm retiring soon and need to change the email address on file from my work email to my personal email. 

I tried to create a service ticket to get this done since I can't find an option to do it myself in My Account. The problem is I can't verify. The system is unable to verify me with my pin or even with the manual method when clicking "Can't Verify?". 

It doesn't actually give me any errors..it simply doesn't do anything. Looking at Chrome's console I see the following error: 

Fetch failed loading: POST "https://publicmobile-get-help-production-publicmobile.apps.td-p.nodo.p2.openshiftapps.com/backend/ve..."  - Bad Request

Any help?

[esjliv]

@fmarandi  - to access Self Serve - try the incognito mode tab trick, or a totally different device. 

If still that 404 error try waiting 15 minutes, open incognito mode tab and try again.

Unfortunately, Self Serve does not have the option to change your email yourself, so you are going to have to request Customer Support to change it for you.

Methods to contact CSAs (supplied by others) and also found here: https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

[Anonymous]

@fmarandi 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

only them will change for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

        Verify your identity (publicmobile.ca) 

Good Luck...

[darlicious]

@fmarandi 

Clear your browser. And reboot your device. You can send a private message instead. To change your email you will be asked to answer 3 out of 4 extra questions to verify your account further.

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dabr · Accepted solution]

@fmarandi    Email changes can only be done by customer support...you can try sending CS_Agent a private message with your request via this link:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437