Verification email

[Sharn]

Hey there, my mom is an existing public mobile customer who needs to make a payment to have her services up and running. We are able to login to her online account, however it requires us to input a verification code being sent to an email we don’t have any access to. When she dials *611 it doesn’t connect and constantly disconnects. Her phone is xxxxxxxxxxxxxx

[dust2dust]

I checked the number. It's suspended.

[jonwoh]

Hi, the verification code can b sent either to the phone or via the email. Please help her to look for the options of SMS to her phone or via her email next time for a verification code. Encourage her to continue trying with *611 as a call could be disconnected constantly when the line is too busy. 

[pmbc · Accepted solution]

@Sharn  The 2FA verification can also be sent to the phone as a text message.  But if you've lost the ability to access the email address that the account was created with you'll need to contact the CS Agent to change the email address for the account for one you have access to.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

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

[dust2dust]

You said you can login. (maybe a typo missing "un") An option is to turn off the 2FA option in the profile tab in the account.

You can also make payments buying vouchers either in lots of stores or online. And you can use the real time payments option in some stores.

The voucher can be entered in 611. If you know the 4 digit account pin then you can also use 611 and use the registered credit card.

You can also dial 1-855-4pu-blic from another phone and enter that phone number and do the above.