topic Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option. in Get Support

How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Fri, 26 May 2023 18:51:06 GMT

So I have accounts I manage for my parents who are on vaction, but now that they are out of the country I can't login to the site to update their payment information since they have the SIMS.

The option to verify via email only shows up AFTER you create the Eversafe ID, only voice and text option shows up if you've not created the EVERSAFE ID, so now I'm locked out?

Does anybody know what mods I can message to fix this?

This seems crazy that they've locked people out of their accounts without warning.

What happens to people who lost their sim before creating an EverSafe ID? They're locked out?

UPDATE: @selmak has solved the issue, see the solution for details

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

HALIMACS — Wed, 24 May 2023 20:52:25 GMT

Yeah, that's a huge oversight @PBForMe1

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Wed, 24 May 2023 20:53:59 GMT

Thank you very much, I'll try creating a ticket and see how it goes.

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

A_CX_PM — Wed, 24 May 2023 20:59:39 GMT

We are working as fast as possible to resolve this issue and will provide an update as soon as possible.

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Wed, 24 May 2023 21:33:25 GMT

So I messaged support and they're saying there is nothing they can do?

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Wed, 24 May 2023 22:18:46 GMT

Support is basically giving me the runaround saying there's nothing they can do, so I should just accept I've been locked out of my accounts and pray the line stays active and there's no issues in the six months before they return home?

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

HALIMACS — Wed, 24 May 2023 22:21:45 GMT

Stay on them @PBForMe1

this rollout should have been preempted, until these kinds of hiccups were resolved.

🙄

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Thu, 25 May 2023 20:33:17 GMT

@PBForMe1 i have the similar problem, sim outside the country, but i managed to login the following way
go to login page and ask to reset the password, this will send you a code to your email
after resetting your password, try to log in again, this time there will be the option to receive the code via email
I suspect after you enter that first code you kinda link the old and the new accounts
Hope it works

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

hTideGnow — Thu, 25 May 2023 20:39:28 GMT

HI@selmak and now you can login to My Account as well?

Isn't that there is a step to link the phone number to your Eversafe id and needs the sms ?

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Thu, 25 May 2023 20:43:15 GMT

@selmak wrote:
@PBForMe1 i have the similar problem, sim outside the country, but i managed to login the following way
go to login page and ask to reset the password, this will send you a code to your email
after resetting your password, try to log in again, this time there will be the option to receive the code via email
I suspect after you enter that first code you kinda link the old and the new accounts
Hope it works

Thanks for sharing, this is very interesting. I'm too afraid to try it though because I don't want to risk breaking the account as I have no trust in public mobiles system right now lol

Can you check your EverSafe status in your account? Does it report as secure?

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Thu, 25 May 2023 20:42:39 GMT

@hTideGnow i couldn't login was getting only 2 options for code, but after i reset the password (i'm sure my old password was good and working, but it was only getting me to code step with voice or sms) this time i had 3 options
that email reset code did the linking i guess

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Thu, 25 May 2023 20:45:52 GMT

@PBForMe1
i did it with my main phone number as well, though i can receive code i chose to reset password as well and it worked, my household has another one, once they are back i'll try again

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Thu, 25 May 2023 20:49:06 GMT

@PBForMe1 how do you check that status?
thanks

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Thu, 25 May 2023 20:50:53 GMT

Sorry @PBForMe1 i see it now, it says:
Your identity strength is

Secure

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Thu, 25 May 2023 20:54:27 GMT

@selmak wrote:
@PBForMe1 i have the similar problem, sim outside the country, but i managed to login the following way
go to login page and ask to reset the password, this will send you a code to your email
after resetting your password, try to log in again, this time there will be the option to receive the code via email
I suspect after you enter that first code you kinda link the old and the new accounts
Hope it works

Thank you so much! I can confirm if you reset the password it then gives you an option to verify by EMAIL and you can get into the Portal and EverSafe ID is created. You rock!

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

pm-smayer97 — Fri, 26 May 2023 08:58:22 GMT

@selmak @PBForMe1

have you tried this and confirmed it works?

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

selmak — Fri, 26 May 2023 15:54:31 GMT

Hi @pm-smayer97 yes it worked with every account in my family:o)

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Fri, 26 May 2023 18:49:57 GMT

@pm-smayer97 wrote:
@selmak @PBForMe1
have you tried this and confirmed it works?

I have tried it and can confirm it worked perfectly; reset password, get verification code in email, create new password then it lets you create the EverSafe ID and you'll be able to login with an EMAIL verification option after that.

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

hTideGnow — Fri, 26 May 2023 18:51:13 GMT

HI @PBForMe1 but you can actually go to My Account too?. I thought part of the step for my account link is that it send you a text to your phone

Re: How to create a Telus Eversafe ID if you don't have access to the phone? No email verify option.

PBForMe1 — Fri, 26 May 2023 18:51:59 GMT

@hTideGnow wrote:
HI @PBForMe1 but you can actually go to My Account too?. I thought part of the step for my account link is that it send you a text to your phone

Yes you can, after you reset the password you can hit 'resend' on the code page and it'll give you a verify by email option.