help

[BE93]

hello I was wondering if anyone could help me out... I'm having trouble logging in because the email that's on my self serve account I do not use anymore nor can I use  so I have a new email..  but everytime I sign Into my self serve they want to send me a security code to the email I can not use  what can I do?

[Meow]

Your email no matter if it is active or not is your login ID. You should still be able to use it.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

But if you have to change password or change email you have to contact agent to update your email.

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

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[softech]

@BE93   you should have a choice to send the code to your phone if your phone is active, not suspended.  Check if you have such choice

If you cannot send the code to the phone, open ticket with PM support and update the email address to a working one:

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