Unable to report Lost/Stolen Phone

[Dinh-Van]

If you set Two-Factor Authentication at Login, Public Mobile only give you ONE option, that's Text message (SMS) to your own phone.

But when you really lost your phone and you want to report to Public Mobile, how can you log in? You couldn't see the security code, because it is in your lost phone!

So the Two-Factor Authentication should be given another ways to log in your account. SMS isn't useful in this case.

[BKNS27]

@Dinh-Van 

There should options for email and text if your account is Active but only email if your account is Suspended.

Never seen only text.

Best to contact a CS_Agent to help you access your account.

[softech]

@Dinh-Van PM usually  gives you two options to receive the 2FA code, email and SMS.  Email is always there SMS might not be there depends on the account status

Please try again using Incognito mode. 

If nothing works, 

 please open ticket with them

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

[Handy1]

@Dinh-Van  Get help from support 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

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   Right ( envelope image )

adding there should be option to send to your email also