topic Re: 2FA "Secured by EverSafe™" in Get Support

2FA "Secured by EverSafe™"

MOOLAH — Thu, 01 Jun 2023 19:00:02 GMT

Hey y'all,

I noticed today that Public Mobile has a terrible, new makeover? Sorry, but the new look doesn't get uglier than this. We'll talk about that some other time...

So, my phone number is currently suspended but not deactivated. I've been skipping payments for a couple of months (it's prepaid afterall).

https://eversafe.id.telus.com/user/login

I tried to log into My Account, and "EverSafe" is trying to Two-Factor-Authentic me only via SMS code to my phone number, which I can't even receive at this time (because my phone number is currently suspended). Public Mobile used to let us Two-Factor-Authentic via e-mail address. What happened?? How are customers in my situation suppose to log into their My Account when we can't receive SMS code??

Could someone PLEASE contact Public Mobile and ask them to address this problem immediately?

How am I suppose to log into My Account??
How am I suppose to make payment when I can't even log into My Account??

ARGH!! 😠

Thanks.

Re: 2FA "Secured by EverSafe™"

softech — Thu, 01 Jun 2023 19:01:06 GMT

@MOOLAH

PM just changed to a new EverSafe login system and you need to complete the setup

Since you have not ceated an EverSafe id yet, you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS. (Sending the code to email would not be a choice until EverSafe id is fully setup)

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
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.

If none of those workarounds helps, 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: 2FA "Secured by EverSafe™"

Handy1 — Thu, 01 Jun 2023 19:02:17 GMT

@MOOLAH If your know the PIN number in account you can 611 or get a voucher and 611 and no pin needed

Re: 2FA "Secured by EverSafe™"

pmbc — Thu, 01 Jun 2023 19:02:20 GMT

Would you consider purchasing a voucher and utilizing it via calling 611 from your phone or do you prefer to access your account and pay with a credit card?

Re: 2FA "Secured by EverSafe™"

MOOLAH — Thu, 01 Jun 2023 19:02:51 GMT

You are, like, SERIOUSLY, helpful!!!!!!!!!!!!!!!!!!!! 😘

Re: 2FA "Secured by EverSafe™"

DougHamilton — Wed, 28 Jun 2023 13:05:25 GMT

I am in the same boat exactly