topic Re: Reactivation in Get Support

Reactivation

Vicky7 — Fri, 02 Jun 2023 15:20:29 GMT

Hi, I am trying to help my elderly father reactivate his SIM card, he was travelling abroad for the past 2 months. However, when I log into his account, eversafe wants to send a pass code to his phone number before I can access it. And there isn't an option to have it sent to his email address. How can he receive the passcode via text if his account is suspended? Does anyone know a solution to this?

Re: Reactivation

softech — Fri, 02 Jun 2023 15:21:59 GMT

@Vicky7

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

Since you have not created 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: Reactivation

hTideGnow — Fri, 02 Jun 2023 15:22:48 GMT

HI @Vicky7

Check this post, there are couple things you can try

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever...

Re: Reactivation

Handy1 — Fri, 02 Jun 2023 15:23:46 GMT

@Vicky7 If you know the PIN number on account you can 611 or get a voucher and load on first to reactivate plan then you can get code sent

Re: Reactivation

Vicky7 — Fri, 02 Jun 2023 16:20:43 GMT

Thank you all for your suggestions! I ended up doing the pw reset via email, and tried logging in after. It still sent a passcode to my dads cell, but then I selected the Resend passcode option, and this time it gave me the option to resend a new passcode to his email address. His number is reactivated now! Thanks again for all the help!

Re: Reactivation

softech — Fri, 02 Jun 2023 16:22:57 GMT

@Vicky7 perfect!!

Yes, the resend code , and then select send email is useful 🙂