Sign-in trouble shooting

[Corbinjr]

Hi. I’m posting this from my husbands account. My credit card changed, so I’m needing to update my account to reactivate my phone. I go to sign in, and my username and password are accepted, but 2-factor authentication requires a code. The backup phone number for text or call is not mine, but the email aligns with mine (s*******@gmail.com). I press email code, it confirms the code has been sent, but no code comes through to my inbox or junk. I have no other way to access MyAccount to start a service request. I try to make a payment via #611, but it requires a 4 digit code that I don’t have. Help? 

[Dunkman]

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@Corbinjr wrote:

I can't log into my community account to discuss with a Customer Support Agent  because the Community Account email is linked to MyAccount and that is what I can't log in to, even though it is the correct username and password. It is the email verification code that is not being sent via email. I requested this option on my husbands account when signing in, and it did not sent to his email either (thankfully we used text option as back up which worked). Is anyone else experiencing issues receiving the code via email? 

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I was able to receive my 2FA email code to access one of my accounts right now.  

The website is finicky.  Maybe try to clear cache first, incognito mode or a different web browser.  Or try a different device.  Or the PM app itself.  

[slusagm]

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

[Corbinjr]

I can't log into my community account to discuss with a Customer Support Agent  because the Community Account email is linked to MyAccount and that is what I can't log in to, even though it is the correct username and password. It is the email verification code that is not being sent via email. I requested this option on my husbands account when signing in, and it did not sent to his email either (thankfully we used text option as back up which worked). Is anyone else experiencing issues receiving the code via email? 

[HALIMACS]

@Corbinjr 

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.