Old email set for account verification

[wmjanderson6]

Dear Team,

My parents switched emails and can not get their account verified to update payment options. They rarely login to update their settings. Do I have to cancel their account and get a new number? What are my options?

[BKNS27]

@wmjanderson6 

You can purchase a voucher and enter the voucher number by dialing 611 to activate their account so you can get the 2FA code by text to their phone.

Meanwhile, I would suggest you contact a CS_Agent through private messaging on the envelope icon above to change their email address.

You can purchase a voucher at these locations:

 

[Handy1]

@wmjanderson6  It’s the my preferred way , I find chat bot to frustrating also 😕

[softech]

@wmjanderson6   no worry, the message way is good, too, just might take slightly longer  🙂

check your community inbox for PM's reply

[wmjanderson6]

Thanks. I had to send a pm...the bot options were frustrating and I could not get the 'send sms' option becuase account is suspended. Thanks. 🙂

[Handy1]

@wmjanderson6  Only support can help you change your email 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[hTideGnow · Accepted solution]

Hi @wmjanderson6   you need to open ticket with PM CS agent to update the email address, only they can help

at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[softech]

@wmjanderson6   can they use sms to receive the 2FA code?  is such choice there?  If the phone is still active, there should such a choice

But to change email address, you need PM support's help

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