topic Re: My account Login Issue in Get Support

My account Login Issue

MMH1 — Sun, 28 May 2023 22:37:27 GMT

I lost my sim card. I tried to access my account with my email address and password. The very next page is sending a 6 digit code to my cell phone. I tried different options like, "Forgot my Password". While I clicked on the "Forgot my Password", PM is sending a 6 digit code to my email address and very next page is asking for that code. After inserting that code, i am able to reset my password. But in the login page whenever I use the email and password, the very next page sends another 6 digit code to my phone. It looks like an infinite loop. As I lost my SIM, i cannot access to this code.

Can someone help please.

Re: My account Login Issue

Handy1 — Sun, 28 May 2023 22:40:22 GMT

@MMH1 You need to contact support to help

while your already here and logged in the community

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

Re: My account Login Issue

softech — Sun, 28 May 2023 22:48:38 GMT

@MMH1 PM started using a new login system called EverSafe earlier this week. You need your phone to setup this new login system for security

If you have 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, 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

Re: My account Login Issue

Dunkman — Sun, 28 May 2023 23:05:36 GMT

@MMH1

Bad timing with your loss of SIM card and the introduction of PM new Eversafe ID.

Here is the announcement of this problem:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-EverSafe/td-p/984611

You could try work around #4 in the above announcement:

Updated 5.26.23 1:55PM EST: Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

Re: My account Login Issue

MMH1 — Sun, 28 May 2023 23:20:03 GMT

Didn't work for me. 😞

Re: My account Login Issue

MMH1 — Sun, 28 May 2023 23:26:41 GMT

Worked this time. I really appreciate your help!!!! 🙂

Re: My account Login Issue

hTideGnow — Sun, 28 May 2023 23:30:17 GMT

HI @MMH1 happy that it works!!!

So, you setup the EverSafe now?

nice trick @Dunkman

Re: My account Login Issue

softech — Sun, 28 May 2023 23:33:26 GMT

@Dunkman wrote:
Updated 5.26.23 1:55PM EST: Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

@Dunkman so this trick work for those who don't have EverSafe setup, it helps to link the phone to the EverSafe?

Re: My account Login Issue

Dunkman — Sun, 28 May 2023 23:41:33 GMT

@softech

@softech wrote:
@Dunkman wrote:
Updated 5.26.23 1:55PM EST: Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.
@Dunkman so this trick work for those who don't have EverSafe setup, it helps to link the phone to the EverSafe?

Not sure if it links the phone to EverSafe.. I just was reading the announcement post and ask OP to try it. Whatever works for customers to get into their accounts until PM fixes the issue.