topic @CS_Agent Can not access account / code. Out of country. in Get Support

@CS_Agent Can not access account / code. Out of country.

SachJJ — Sun, 04 Jun 2023 15:27:53 GMT

@CS_Agent I have another active account with public mobile. I created this one only to try and access customer support / chat support. I have left Canada and anytime I try to login to change my subscription or remove payment info it requests a code sent to my number. I am not in Canada, and do not have service to access this number. I do not want to get rid of this number, I simply want to login and change my subscription for the next few months. Please help.

I did not forget my password. The website is forcing me to enter a code.

I have the email / phone number and sim all connected to this account.

Re: @CS_Agent Can not access account / code. Out of country.

Handy1 — Sun, 04 Jun 2023 15:33:21 GMT

@SachJJ

Message support directly

while your already here and logged in the community

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

Re: @CS_Agent Can not access account / code. Out of country.

hycm53 — Sun, 04 Jun 2023 15:36:28 GMT

@SachJJ wrote:
@CS_AgentI have another active account with public mobile. I created this one only to try and access customer support / chat support. I have left Canada and anytime I try to login to change my subscription or remove payment info it requests a code sent to my number. I am not in Canada, and do not have service to access this number. I do not want to get rid of this number, I simply want to login and change my subscription for the next few months. Please help.
I did not forget my password. The website is forcing me to enter a code.
I have the email / phone number and sim all connected to this account.

Click "resend code" on login page, then there's 3 choices to choose to get 2FA code : text, email or vice mail. So you can choose email to get 2FA code.

Re: @CS_Agent Can not access account / code. Out of country.

softech — Sun, 04 Jun 2023 15:37:52 GMT

@SachJJ

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.
(!!!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