topic Re: Eversafe account not linked to self-serve? in Get Support

Eversafe account not linked to self-serve?

jellyfish88 — Fri, 26 May 2023 17:32:26 GMT

Was able to set up Eversafe account, but now after logging in it thinks I am a brand new user because it keeps asking me to finish my activation (select SIM, choose/transfer number, etc.). Not able to access my self-serve at all. Went back to login page, tried 'forgot my email', entered in my phone number and got email code sent to the correct email that I have been using, so my number is linked to email.

@CS_Agent please help

Re: Eversafe account not linked to self-serve?

Handy1 — Fri, 26 May 2023 17:34:01 GMT

@jellyfish88 Looks like your one of the ones here

https://productioncommunity.publicmobile.ca/t5/Announcements/New-Community-Account-Created-After-EverSafe-ID/td-p/985461

Re: Eversafe account not linked to self-serve?

jellyfish88 — Fri, 26 May 2023 17:39:28 GMT

No, it doesn't have anything to do with a new community account being generated, I am somehow still able to use this old community account that I have always had. My issue is after logging in with eversafe, it doesn't let me access self-serve capabilities at all, it treats me like a brand new user who needs to pick out a plan and buy a sim. @CS_Agent

Re: Eversafe account not linked to self-serve?

Handy1 — Fri, 26 May 2023 17:40:44 GMT

@jellyfish88 Here’s how to reach support

while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: Eversafe account not linked to self-serve?

will13am — Fri, 26 May 2023 18:04:01 GMT

@jellyfish88 wrote:
No, it doesn't have anything to do with a new community account being generated, I am somehow still able to use this old community account that I have always had. My issue is after logging in with eversafe, it doesn't let me access self-serve capabilities at all, it treats me like a brand new user who needs to pick out a plan and buy a sim. @CS_Agent

@jellyfish88 , are you saying that you went from the community account sign in over the online account? It does seem like there are issues with dissociation of community and online account. Add yourself to this announcement thread.

https://productioncommunity.publicmobile.ca/t5/Announcements/New-Community-Account-Created-After-EverSafe-ID/td-p/985461

Re: Eversafe account not linked to self-serve?

hTideGnow — Fri, 26 May 2023 18:07:22 GMT

HI @jellyfish88 yes, this is because for some reason the system is not able to link your My Account. If it works well, there is a steps to link the phone number to the EverSafe.

You need support to look into it and manual link it

please submit ticket to CS agent at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Eversafe account not linked to self-serve?

alexisdupre — Fri, 26 May 2023 19:33:46 GMT

Did you change email adress while setting up Eversafe account?