Tried to change email address for accout now unable to login.

[Rick42]

I have had an account for years.  I also pay for 3 other accounts for my children.  The email that was assocated was not my own because I had already used that address when I setup my son's phone number - your system won't allow the same address to be used twice so I used my wife's email address.  Since then I got myself a 2nd email account and tried to change from my wife's email to the new one ... it failed.  Now I seem to have an orphaned account ... neither the old or the new email works.  Phone still works - when I tried to re-set password with my phone number, I get the verification code, then enter new password and get an error "There was an error resetting your password. Please try again later."  Try to reset with new email, I receive verification code, but still get same error.  If i try to reset using the old email the verification code never comes.

I have tried everything suggested by your bot , cleared cache etc.... all failed.  I need help from an actual person.  PS ... I need to buy a US roaming package ASAP, leaving early tomorrow  ... the reason i was trying to login

[darlicious]

@Rick42 

When you use the reset the password option do you not get the option to send the verification code sent via SMS text option? You can also just ask for a password reset from customer support. Or both?

If you know the 4 digit account pin # you can purchase US Roaming add ons by calling the 611/IVR system from your phone or by calling 1 855 4PUBLIC and enter your 10 digit phone number. Follow the prompts to purchase US Roaming....they start immediately and expire 240 hours later so leave it as late as possible before departure and make a note of the time of purchase. You cannot successfully purchase the same US Roaming add on until 24 hours after expiry....despite it appearing in your self serve account....resist the temptation.

See below for more info.....

https://productioncommunity.publicmobile.ca/t5/Get-Support/US-Roaming-Add-ons-Decommissioning-of-US-...

[Meow]

You cannot change your email. Only agent can do that:

To Contact CSA-agent; there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[hycm53 · Accepted solution]

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@Rick42 wrote:

I have had an account for years.  I also pay for 3 other accounts for my children.  The email that was assocated was not my own because I had already used that address when I setup my son's phone number - your system won't allow the same address to be used twice so I used my wife's email address.  Since then I got myself a 2nd email account and tried to change from my wife's email to the new one ... it failed.  Now I seem to have an orphaned account ... neither the old or the new email works.  Phone still works - when I tried to re-set password with my phone number, I get the verification code, then enter new password and get an error "There was an error resetting your password. Please try again later."  Try to reset with new email, I receive verification code, but still get same error.  If i try to reset using the old email the verification code never comes.

I have tried everything suggested by your bot , cleared cache etc.... all failed.  I need help from an actual person.  PS ... I need to buy a US roaming package ASAP, leaving early tomorrow  ... the reason i was trying to login

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You can't change login email by yourself. You have to  chat with Simon for change email address , if Simon can’t help, he would let you open a ticket.
https://www.publicmobile.ca/en/on/get-help

Open a ticket with PM customer service for change email address.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

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@Rick42 wrote:

  Since then I got myself a 2nd email account and tried to change from my wife's email to the new one ... it failed. 

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@Rick42   You sure you were not changing the email used on  Community account?  There is no way to change email used for My Account ourselves, we need PM support help changing it

But no worry, please start a ticket using Chatbot with PM support and they can sort it all out for you, changing email and tie it to the proper account:

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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