topic Signing in. in Get Support

Signing in.

Scribe_05 — Wed, 07 Sep 2022 18:12:07 GMT

When I try to sign in to my account I receive a notice that a verification code must be sent to to make sure that it is actually me signing in to my account and when I enter this code I receive a notice that a verification code must be sent to to make sure that it is actually me signing in to my account.

In other words this is an endless loop and I am unable to access my account.

How do I overcome this?

Re: Signing in.

computergeek541 — Wed, 07 Sep 2022 18:13:26 GMT

Have you tried both the SMS and e-mail options?

Re: Signing in.

softech — Wed, 07 Sep 2022 18:16:32 GMT

@Scribe_05 Could be cache related. Try again using Incognito mode or try with a different browser.

Re: Signing in.

dabr — Wed, 07 Sep 2022 18:17:18 GMT

@Scribe_05 Perhaps, try again after clearing cache/cookies and using incognito mode.

Re: Signing in.

BKNS27 — Wed, 07 Sep 2022 18:17:23 GMT

@Scribe_05

It sounds like a glitch on the new website. Try sent the 2FA by text. If that didn’t work, contact a CS_Agent to help you access your account.

Re: Signing in.

esjliv — Thu, 08 Sep 2022 01:38:25 GMT

@Scribe_05

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.

Is your account currently in nonpay/suspended status (for less than 90 days)? If so, I think the SMS option does not present itself for the verification code. Please someone confirm if this is not correct.

If the account is currently in suspended status 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

For My Account log in issues, you can submit a ticket here to: Create or forgot My Account email or password link

edit to add above.