Old ph#

[Sandy6]

I am trying to go on the new site and going through all the questions it sent confirmations to by current # but then last question it sends a confirmation code to a number that I had over 2 years ago. So now I can not access my account at all. Need help please

[Sandy6]

The info was always saved but some reason it’s linking my email an old account. Just don’t understand why I can’t pick a different notification to have “Full Access”

[esjliv]

---

@Sandy6 wrote:

No the # is gone. No money ever added or anything. I just think it’s taking my email and linking it with the old #. 
so I somehow to link this number of 2+years to my email

---

Yes, if your email was connected to this number from 2 years ago, and never attached to a new account, I suppose this could be happening @Sandy6 

But, are you saying that before this new upgrade with eversafe and My Account, you WERE able to log into My Account without issue? If so, that is weird.

If you have never logged into My Account with this newer account/number, then perhaps you have never registered for a My Account. In this case, submit a ticket to CSA, create an account and get your email connected to this newer account.

[softech]

---

@Sandy6 wrote:

No the # is gone. No money ever added or anything. I just think it’s taking my email and linking it with the old #. 
so I somehow to link this number of 2+years to my email

---

@Sandy6   but you have a current number that supposed to link to this email address?  

did you leave PM before and came back with another number?  If that is the case, try these workarounds

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support and have them to help in this situation:

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

[Sandy6]

No the # is gone. No money ever added or anything. I just think it’s taking my email and linking it with the old #. 
so I somehow to link this number of 2+years to my email

[Sandy6]

I just tried this again like u said and it’s does populate a confirmation request but will not allow me to change any of the contact info

[esjliv]

@Sandy6 - is this number from 2 years ago still active..it is gotta be now that I think about that out loud.

Know that each account needs its own unique email. So if you thought you had registered for a My Account with this account, maybe in fact, you did not. If this is your case, you'll need CSA's help to register for a My Account through a ticket.

CSA contact methods also found here in Help Articles for future reference: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent ­

[Handy1]

@Sandy6  Can be 10 mins to 2 hours … sometimes longer but Ive never had to wait more then 2 hours before 

[Sandy6]

I sent a msg to “help” any idea how long for a response?

[Handy1]

@Sandy6 

Message support directly
       

• Or while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<

[Sandy6]

Yes it’s the eversafe site that is doing this. I also tried to hit the resend and automatically populates that ph # that is in active

[Handy1]

@Sandy6  hit resend a few times and does it not give you an option for email . Also have you down loaded the new PM app and created a ever safe ID 

if all else fails 

Message support directly
       

• Or while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<