Unable to sign in my account.

[McDiarmid]

Previously, I had an account under email xxxxx@Yahoo.com, phone number 6xxxxxxxxx which is already disabled due to inactivity.

Now I have registered a new number 613xxxxxxx under the same email xxxxxx@Yahoo.com, which sent a confirmation code to the old number 6xxxxxxx.  Since I couldn't get this confirmation number from this inactive phone number, I couldn't log in to your web portal to manage my profile.

Could you fix/activate this account xxxxx@Yahoo.com with the new 613xxxxx and remove the old 6xxxxxx, and let me log in to your portal.

Thanks

[McDiarmid]

Yes, the code is now sending to the correct number.   I  can also have it to send to my email as well.  All good!

Cheers,

[softech]

@McDiarmid 

thanks for reporting back.  So, the code is now sending to the correct number?

Remember if any issue, you can also have it to send to your email as well by clicking Resend Code to bring that option out

Cheers

[McDiarmid]

Hi softech,

I sent a message to the support with the link you provided.  They helped me with the issue, and yes, the issue was resolved.  Once I could login with my only active number, I was able to choose the option to receive the security code and browse my profile.  Everything works well now. 

Thanks again for your help!

Best Regards,

McDiarmid

[McDiarmid]

There is NO display screen for other options to choose "send email/send text/send voicemail"

[McDiarmid]

Hi softech,

Thanks for notes. 

I've tried to ask "resend code", but the but keeps sending to my old number.  There is display screen for other options to choose "send email/send text/send voicemail".   I however already sent a message to CS Agent with the link you provided.  Hope it can be resolved soon.  Thanks again.

[softech · Accepted solution]

@McDiarmid 

yes, the login system could have mixed up with your old account's phone number, try to  ask the code to send to email instead

On the screen it is expecting you to enter the code, click Resend code and then choose Send email

if that does not work , message support and ask them help to update the phone number for receiving the 2FA:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there