Old Phone Number Required for 2FA

[MGuliyev]

I created an account, and got one of the phone numbers Public Mobile offered me. However, I started getting calls and texts on that number, and I realized for some reason somebody else was using the same number at the same time. So I decided to change my phone number, and now I am trying to log in with the email address, but for 2FA it sends text message to the old number. 

I can't log in with my phone number either, it is asking me to log in with email address, and I enter the email and password correctly but the 2FA text goes to the old number, which I don't have access to any more.

[CSA_PM]

Hi there,

You will need to access the community account in My Settings-Personal-Account Information and verify if the phone number is correct. Then, on the same page, go to Manage Ever Safe ID, check here as well if the phone number is correct, if not, update it. Then log off, log in again, and check once more if you receive the code.

[BKNS27]

@MGuliyev 

Login to your account and just click on Resend Code/Didn’t Receive Code then have the 2FA code sent to your registered email then go to the Account tab>Manage Login (Secure by Eversafe)>Change Phone Number then reboot your phone.

 

[Chalupa_Batman]

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@MGuliyev wrote:

I created an account, and got one of the phone numbers Public Mobile offered me. However, I started getting calls and texts on that number, and I realized for some reason somebody else was using the same number at the same time. So I decided to change my phone number, and now I am trying to log in with the email address, but for 2FA it sends text message to the old number. 

I can't log in with my phone number either, it is asking me to log in with email address, and I enter the email and password correctly but the 2FA text goes to the old number, which I don't have access to any more.

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Hello @MGuliyev 

First, create a ticket to a CS Agent to help reset your email. 

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Then, once you are logged in, click on THIS link to change the phone number to where the 2FA codes goes to.,

[TheSterlinger]

@MGuliyev  please message csa at the link below for assistance with this. 

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