Unable to access account

[jmccuaig1]

I am unable to access an account I set up years ago for my daughter.  I used a dummy email based on my actual email, example: myemail.xxxxxx@gmail.com where my real email is myemail@gmail.com  The problem that I am having now is I cant get past the 2 factor authentication because the the 2FA is sending the 6 digit code to the email address that doesn't exist and its not giving me the option to send it via SMS like it used to.  Kinda seems like I'm stuck here, any help on how to recover from this would be apprieciated.  Thanks.

[hTideGnow]

@jmccuaig1  great news 👍 

[jmccuaig1]

Got it resolved by CSA. Thanks

[BKNS27]

@jmccuaig1 

If your account is suspended then you don’t have the option to send the text to your phone.

Why don’t you open the dummy gmail account?

Only way is to contact a CS_Agent to help you access your daughter’s account and change the email to a real account.

Meanwhile, you can purchase a voucher to active your daughter’s account at these locations and dial 611 and enter the voucher number:

 

[hTideGnow · Accepted solution]

HI @jmccuaig1  can the code be send to phone for now?

but to change the email address, you will need CS agent's help anyway, please open ticket:

at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Meow]

Contact agent to change your email first. Then try it again.

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