topic Re: Can’t log in in Get Support

Can’t log in

Derrickcindy — Sat, 03 Jun 2023 17:06:51 GMT

Can’t log in because verification code for ever safe ID was sent to a phone number that’s was deactivate

Re: Can’t log in

Handy1 — Sat, 03 Jun 2023 17:07:55 GMT

@Derrickcindy Hit resend a few times and see if you don’t get option to sent to email instead

Re: Can’t log in

Derrickcindy — Sat, 03 Jun 2023 17:08:37 GMT

Tried that nothing works

Re: Can’t log in

Handy1 — Sat, 03 Jun 2023 17:09:01 GMT

@Derrickcindy So does the account have no service right now

Re: Can’t log in

Handy1 — Sat, 03 Jun 2023 17:09:33 GMT

@Derrickcindy

Auto pay can fail

To make payment and reactivate plan .if you know 4 digit PIN number to account *611 . Or with a voucher and *611 no PIN is needed . You can also do this by by calling 18554PUBLIC . To get services working and worry about log in afterwards and update credit card if necessary .

If you still have service and your plan renews today / tomorrow you can ignore this suspended (on hold) notice

Re: Can’t log in

softech — Sat, 03 Jun 2023 17:09:48 GMT

@Derrickcindy just to be sure, your phone just suspended and not deactivated, right?

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

I assume you have not setup 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.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
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: Can’t log in

Derrickcindy — Sat, 03 Jun 2023 17:10:40 GMT

Account has nothing

Re: Can’t log in

Handy1 — Sat, 03 Jun 2023 17:14:12 GMT

@Derrickcindy It hasn’t been suspended more than 90 days has it ? If not then make payment get services again … and then sending code shouldn’t be issue in the first place . Using earlier suggested methods ie 611 or vouchers

Re: Can’t log in

esjliv — Sat, 03 Jun 2023 17:18:00 GMT

@Derrickcindy - if this account was in nonpay/suspended status with 90 days ago, and you are having issuing getting connected to My Account what happens when you try the "Forgot your Password" option?

If still issues you can submit a ticket with an agent by using the “Get Help” section at the top of the screen above: https://www.publicmobile.ca/en/ns/get-help, and in the “Start your Search here” box type 'customer support' to get two methods to Contact a Customer Support Agent (CSA) with Public Mobile.