Public Mobile to send email with security code but never receive email and it is not in spam folder

[lynack]

It say it needs to confirm that it is me, yet I don't get into my account and can't update my credit card info. It is really pissing me off.

[softech]

@nwaye is your service active now?  were you given an option to receive the code via SMS?  Try that 

if that does not work, you will have to open ticket with PM support and they will investigate further

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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

[nwaye]

I'm experiencing the exact same problem. Did you figure it out afterwards? 

[Timer]

@lynack 

until you complete updated credit card payment use vouchers,

if you need ASAP to make payment you can go to Shell Stations to purchase vouchers

and add to your account by call *611

once connected press (1) then (1) again and enter the 12 digit PIN #,

Official list of retailers location sell:  vouchers

or from online to buy it here: Recharge For Public  \  recharge.com  /  Top-up Public Mobile Recharge

[softech]

@lynack  they were trying to send you a 2FA code for update credit card on My Account, you will still be able to load the voucher without the need of getting the 2FA code.  And yes, loading via *611 is an option

if you like to get a voucher online, you can check recharge.com as well.  They sell voucher with a  small fee

[lynack]

Thanks to everyone for trying to help, but unfortunately I am going to call it a night and check back tomorrow. If I can't figure it out I guess I will be switching phone provider. Thanks Again!

[lynack]

Yes, I have done all the mention. I didn't realize that you can load voucher via *611. As if you are following the thread you will realize I can log in to my account but can't do anything because they need to verify that it is me logging into my account why? I don't know.

[softech]

@lynack I think you said you already open a ticket ,  They likely won't reply until tomorrow morning

I would suggest you open them another ticket in the morning if you don't hear from them 
(btw, you check your Community inbox, right?  they reply there, not to your email)

If you need it in a rush, get a voucher and load it via *611 or via Self Serve My Account.    But get it in Shoppers Drug Mart or Shell or 7-11, their vouchers can be loaded immediately  (Vouchers from some other stores might need to wait 24 hours before it can be used)

[lynack]

Yes, because I can not update my bank card info as I received a replacement card for the old bank card

[softech]

@lynack  is your phone current suspended?  

[lynack]

Hi Timer,

I have been using my computer and have already cleared the cache and cookies. But I have not try private mode and will give it a shot. Thanks!

[Timer]

@lynack 

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

[lynack]

I don't know why it needs to verify me when I am logged in either.

[dabr]

@lynack    When you submit a ticket, you can ask for chat session although it's given on case by case basis. 

If you're in your account, I don't think there's a code you need to receive, unless you're changing a SIM card which requires PM to send verification by email/text.  Sorry, just a little confused as to why you need a code if you have account access already?

[lynack]

I am logges into my account but I can not do anything until they send an security code for me to confirm my identity. But the problem is that the security code never shows up in the email and even waiting 90 seconds to elapse and hit the resend security code does not work

[lynack]

Hi, Yes I have submitted a ticket but still nothing yet. Is there a way to talk to an actual live agent to sort this out? And yes it is urgent as I need to sort out something with Canada Revenue and of course they want to send a security code via sms which they cannot do because my stupid phone doesn't work. So you see I am running in circles like a chicken with it's head cut off. This is beyond annoying, if they have actual agents. I am sure this could be resolved within 2 seconds.

[esjliv]

@lynack - okay, so I think I may be missing something.

You are in your My Account now.

And, this prompt to enter your email comes up in your payment section when trying to change payment methods?

[lynack]

I am already logged into my account that the frustrating part. But it will not let me continue until they send me a security code to confirm my identity. And yes I have logged on many times in the pass to update my bank card info and to change my monthly plans with no issues. I don't know why the stupid security code will not cone thru the email for whatever stupid reason.

[dabr]

@lynack   Have you submitted a ticket using the link provided by @esjliv yet?  Their response will appear in the message box top right, so make sure to check it regularly.

If you need to make a payment urgently, purchase a voucher from SDM, London Drugs, 711 or Shell and load by dialing 611 on your phone which gives you time to sort out the login/updating CC issue.  Online seller recharge.com will also email a voucher PIN but they do charge a small fee.

[esjliv]

@lynack  - Have you logged into My Account/My Rewards before?

Are you sure you are entering the email correctly, or know which email was used for your My Account? 

Does your email have a '+' sign in it by any chance? I've read issues about that.

Maybe the email for your My Account is case sensitive during this 'confirming stage' authentication process? I am just throwing this part out, I don't really know.

Try opening a tab in incognito mode (can be workarounds for finicky things that happen around here), then use the Forgot your password option to reset the password, found here: https://myaccount.publicmobile.ca/en/forgot-password

[lynack]

I really appreciate everyone help, Yes I have created the account and realize it is separate from the community. The problem is that I had to get a new bank card and forgot to update the info. and my plan must have lapse because the account is still tied to the old bank card. But when I log in to my Public Mobile Account it wants to confirm it me and wants to send an email to me that is associated with the Public Mobile account. Thus I can't update my card info until and can get into my account. They normally send the code via sms to the phone but chhose to send it to the email this time for whatever reason. Yet I created a new user for this community and got the email with no issues.

[esjliv]

@lynack - Community and My Account have a different set of login credentials.

Anyone can created a Community account, but only current Public Mobile customers can have/created a My Account.

Are you a current Public Mobile customer with a phone number and plan?

When you activated did you active online? If so, the My Account login should have been created.

If you activated in-store, then it is possible the My Account was not created yet, if you did not create one separately after activation.

You can submit a ticket here to: Create or forgot My Account email or password link

[Timer]

@lynack 

you don't losing anything if tried to do turn off and turn on. and test again you will getting the email , if your email is active in your account.

[lynack]

I know your trying to help, but I don't think that is the issue. As I got an email when I was forced to sign-up with this community before it allowed me to post my question. Yet when I tell public mobile to send security code to my email on file I never get it and it's not in the spam folder as I have checked numerous time to make sure. I wait 90 seconds to ask it to resend the security code and still nothing happens.

[esjliv]

@lynack - is there an option to receive a text? Or, is your services currently suspended?

If still having issues, as a CSA to get this sorted out for you.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[Timer]

@lynack 

tried rebooting device phone, and tried back.