topic Lost SIM Card so can't login to account because of 2FA in Get Support

Lost SIM Card so can't login to account because of 2FA

OnTheRun — Mon, 29 May 2023 05:36:21 GMT

I lost my SIM while out of country and now I am canceling my account but I can't log in because I cannot get SMS codes for 2 factor authentication because I lost my SIM.

And this account is a new community account not the account associated with the SIM.

How do I cancel the actual account without being able to log in to the account.

Re: Lost SIM Card so can't login to account because of 2FA

LitlLdy — Mon, 29 May 2023 07:40:17 GMT

@OnTheRun ,

You can send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

- Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

Edit: Explain the situation to the CS_Agent & answer the verification questions asked so one can help you do what you need.

Re: Lost SIM Card so can't login to account because of 2FA

Handy1 — Mon, 29 May 2023 08:28:39 GMT

@OnTheRun If your know the PN number in the account you can *611

Add( disabling auto pay / or reporting it lost stolen )

Re: Lost SIM Card so can't login to account because of 2FA

BKNS27 — Mon, 29 May 2023 08:27:50 GMT

@OnTheRun

You need to register your old email on Eversafe ID then enter your password then click on Resend Code by text, email or call.

Re: Lost SIM Card so can't login to account because of 2FA

OnTheRun — Tue, 30 May 2023 03:19:23 GMT

Does not work. Do a reset and get a new password, that is all good. then it still wants me to confirm with an SMS code sent to the phone.
So we are at the same problem. So not a solution.

Re: Lost SIM Card so can't login to account because of 2FA

softech — Tue, 30 May 2023 03:22:02 GMT

@OnTheRun

did you try this?

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: Lost SIM Card so can't login to account because of 2FA

OnTheRun — Tue, 30 May 2023 03:22:20 GMT

*611 without a SIM card does not work.

Re: Lost SIM Card so can't login to account because of 2FA

softech — Tue, 30 May 2023 03:24:28 GMT

@OnTheRun if you know the 4 digits pin, instead of 611, call 1.855.4PUBLIC, enter 1 and then enter your phone number. you can disable autopay there then