Phone battery swole - No longer opens. Unable to log into My Account, because of the 6 digit code

[Eldaaa]

I cannot receive the 6 digit number to confirm my identity when trying to log into MyAccount on my computer because it is sent to my phone number linked to the phone that  no longer opens. I am trying to log into my account to switch the device from the broken one to a new one. HELP!

[slusagm]

@Eldaaa 

then you have to open ticket and see if PM can help the login.  Sometimes, it might need to change to a physical sim first before changing back to eSIM due to login issue

[Eldaaa]

It was e-sim card unfortunately

[slusagm]

@Eldaaa 

if you have physical sim card, you just need to remove it from the old device, insert into the new device, power up the new phone and all done.  You don't actually need to login My Account.  And of course, after you moved the sim to the new phone and powered up, you can get the 2FA code

[Eldaaa]

I am trying to switch my plan from the old device to a new functioning one. I sent a private message to a CS agent, I'm waiting now. Thanks!

[hTideGnow]

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@Eldaaa wrote:

It only lets me click on Resend code, and then never offers any other options and starts the code countdown again.

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hi @Eldaaa you will need to ask PM support agent to help then.

 submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Eldaaa]

It only lets me click on Resend code, and then never offers any other options and starts the code countdown again.

[slusagm]

What are you trying to do on My Account? change sim card or suspend service

you can ask PM to help.  

 Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[hTideGnow]

hi @Eldaaa 

click Didn't Receive code or Resend code, then try Send Email and/or Send voicemail to get the code via email and voicemail.  To get the code for voicemail, call yourself from another phone, click * and enter the VM pin