STOLEN PHONE

[Roo90]

My mom lost her phone and cannot report it stolen because her two-step identity authentication involves having a code sent to her via text message. Obviously, she cannot retrieve it to log in. Is there another way to access the account or speak to an agent to cancel her services? The payment came out of her bank account automatically and we are aware she can request stopping this with the bank but what we don't want is for this to negatively impact her ability to open accounts again due to it looking like a poor payment history. Thanks!

[hairbag1]

@Roo90 

your mom can log in to her account on the PM app using your phone.

[hTideGnow]

HI @Roo90 

you can still access your account and get the 2FA code., you can get it via email

on the 2FA code step, click "didn't receive code" or "resend code" then click send email

if no email option, then have support agent to help,please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437