05-29-2023 08:42 AM - last edited on 05-31-2023 07:52 AM by computergeek541
Hi,
My wife is now outside Canada (and not in USA) and can't sign in into her account because they're requiring to verify through an SMS. However, Public mobile doesn't have a global roaming service, and hence she can't receive SMS outside Canada and USA.
How are we supposed to verify then? We have the username/password, the email and everything else.
Thank you
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05-31-2023 06:42 AM
That what worked. Thanks a lot
05-31-2023 06:41 AM
This didn't help at all. The guy wanted her to call them (although she doesn't have roaming) and there is no public customer service number that reach you to an agent. Anyway got to solve it using the "keep trying till you get a send by email" message. Thank you
05-29-2023 09:47 AM
@Jaafar Open ticket with Chatbot has been having issue lately, please simply message them using your current Community account
05-29-2023 09:45 AM
Bad timing unfortunately. Public mobile just changed the system (login, 5G, App) last week and Public mobile is aware of the issues and working on the fix.
Several customers were in similar situation as yourself and they were able to access their accounts without having access to their phones. The tricks include reseting your password, then re-signing in and then able to receive the code via email. As softtech mentioned, keep on resending the SMS text code 3-5 times will sometimes eventually send via email.
These recent changes has caused for some members some significant customer service issues. However, although only online customer service, normally Public mobile provides decent service. If you have monthly rewards, it would be unfortunate if you would have to leave Public mobile, but the choice is obviously yours to make.
05-29-2023 09:01 AM
Thank you for your your response. However, this option isn't available because we didn't try the EverSafe service yet.
05-29-2023 08:54 AM
Thank you so much @softech
You're right that's exactly what I think is the only option.
Unfortunately, I have three numbers at public mobile, I have to stop them, because of this ugly chatbot and their void customer service. Also, look what a turnaround, you need to sign in to get to chat with that chatbot about your account even if you say that you have a problem with signing in.
05-29-2023 08:47 AM
05-29-2023 08:47 AM - edited 05-30-2023 10:20 AM
If you have not created an EverSafe id yet, then, you won't be able to create the ID on the new My Account without the a working phone with a working PM sim. Sending the code to email would not be a choice until a EverSafe id is setup
However, try these workarounds, it could bypass the sms:
If that still does not work, please open ticket with support and have them to help in this situation:
05-29-2023 08:43 AM
@Jaafar You can try to hit rescend and it should give option to send to email instead and try that way