Won’t send code to registered email

[Matt13]

hi, will I have to get a new account? The new system won’t accept my login, info. I can’t make a payment on my account so I can’t use my phone. Do anyone know how to fix this? Thanks, Matt.

[will13am]

@Matt13 , by chance is the registered email a gmail alias with the + sign?  I use a gmail alias in an account and it is unable to receive 2FA codes.  This shortcoming has been noted, not sure that it has received a fix yet.  

[esjliv]

@Matt13  If the account is currently in suspended status do you have a registered card on the account to make a payment via 611? You can also look into obtaining a voucher to make a payment through 611,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

If you have been in nonpay/suspended status for over 90 days, or ported your Public Mobile number to another provider, then you lost your Public Mobile account, phone number, and access to self serve/My Account.

[Meow]

No need for new account. Try to gain access to your current one.

Try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh.

If nothing works contact agent for assistance.

To contact CSA-agent, there are 2 methods:

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

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

- Send a private message to the CSA - agent by clicking Here

[softech]

@Matt13 did you check spam folder?

no worry, no need new account, just open ticket with PM support

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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 you there