topic Re: Two-step verification in Get Support

Two-step verification

Mattias — Fri, 26 May 2023 04:33:16 GMT

My sister has two step verification to log in on her public mobile account. My sister's plan has been suspended and cannot receive texts or calls. How can she receive the two-step verification text through her phone number? Or is there an alternative way of accessing the account?

Re: Two-step verification

softech — Fri, 26 May 2023 04:38:03 GMT

@Mattias do you know if she has setup the new My Account access system yet, EverSafe?

If she has not created an EverSafe id yet, then, you won't be able to create the ID on the new My Account without the a working phone with a working PM sim. Sending the code to email would not be a choice until a EverSafe id is setup

Please open ticket with support and have them to help in this situation:

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en
Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Contact agent"
Then click "Contact Us", and click "My Account". Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble 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

if she has already setup the EverSafe id, then yes, you can change to use email to receive 2FA. When the system trying to send the 2FA, click Resend Code, they will then give you the choice to receive with email:

Re: Two-step verification

DDM69 — Fri, 26 May 2023 04:38:15 GMT

@Mattias You can send a private message to the Customer Support Agent by clicking here

Re: Two-step verification

BKNS27 — Fri, 26 May 2023 04:49:15 GMT

@Mattias

Website is currently under maintenance so she can’t login today.
Another option, she can purchase a voucher and enter the voucher number by dialing 611 to activate the account from these locations:

Or purchase an electronic voucher from recharge.ca

Once the account is activated then she can receive the 2FA code through texting.

Re: Two-step verification

maximum_gato — Fri, 26 May 2023 06:52:10 GMT

If you can't sign in then you can't access the community to contact customer support. From recent experience customer support has been refusing to allow support thru a proxy account that is not attached to the self serve account. How does one get around this? I have several accounts I manage in this situation?

Edit:

Other than reactivation as suggested by @BKNS27 ?