Email change

[JohnDeer17]

My grandma just created an account on April 10, 2024. She had an old telus.net email address that she signed up with. Because she switched to public mobile instead of telus she no longer has access to that email address. So we tried to put in her new email address as a way of changing it. Now when I try to login with her new email address it is asking to setup her account and create a whole new plan! I don't want to do this I just want to keep the old plan with a new email address for login. Someone please help me!

[colleeno]

The email address is basically only a username so you should be able to log in using the Telus.net address. She will then receive a 2FA code by text. Once you are logged into her account, you can then go to Accounts > Manage login (Eversafe…) and update her email address.

[hTideGnow · Accepted solution]

hi @JohnDeer17 if it is a recent activation, you could be one of those have sms issue, too

Message support and they can fix both issues for you

[JohnDeer17]

I tried sending the code to the phone but never got a message. Service still works. I can call her phone and text her phone and she gets both

[hTideGnow]

hi @JohnDeer17 so PM service is ok, but you cannot login?? 

with PM login, you can use the old email as login id and password, send the 2FA code to phone

But if you had problem login, agent can help.    Please submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437   

[BKNS27]

@JohnDeer17 

Login to her account on the PM app or website then go to:

Accounts>Manage Login (Secured by Eversafe)>click on right arrow to change email address.