topic Re: What to if you lost your phone and can't log in (no email option when you press resend code) in Get Support

What to if you lost your phone and can't log in (no email option when you press resend code)

Madrock — Sat, 03 Jun 2023 17:47:11 GMT

Hey Folks,

So after much searching and not finding anything I figured out the solution (by accident)

If you lost your phone and when you attempt to log in, the system wants to send you a text or a voicemail. Since you lost your phone that isn't going to work. When you press resend code and your email address isn't an option then just reset your account password. It will send you a reset password link and then after you reset your password it will send a code to your email address for confirmation.

You will then have to log into your account again and it will ask you for a code (again only via text or voicemail), this time when you press resend code, now you will be presented with the email option and voila you will get your code via email and then you can log into your account.

I hope this helps

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Handy1 — Sat, 03 Jun 2023 17:51:46 GMT

@Madrock Get a new SIM card and get support to help swap sim number for you . But typically if you can sign in you do it your self like this

SIM SWAPPING profile tabs

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: What to if you lost your phone and can't log in (no email option when you press resend code)

softech — Sat, 03 Jun 2023 17:49:37 GMT

@Madrock

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

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

dabr — Sat, 03 Jun 2023 19:46:21 GMT

@Madrock Nice job in finding a workaround. Hopefully, others are able to find this thread and see if it works for them as well before it gets buried under the pile-up of new thread postings...

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Yummy — Sat, 03 Jun 2023 23:23:40 GMT

@Madrock wrote:
Hey Folks,
So after much searching and not finding anything I figured out the solution (by accident)
If you lost your phone and when you attempt to log in, the system wants to send you a text or a voicemail. Since you lost your phone that isn't going to work. When you press resend code and your email address isn't an option then just reset your account password. It will send you a reset password link and then after you reset your password it will send a code to your email address for confirmation.

Kind of confusing...

HOW are you supposed to read your email if you said email is not a option????

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Madrock — Mon, 05 Jun 2023 12:28:56 GMT

"The option for the system to send you an email"

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

softech — Mon, 05 Jun 2023 12:32:20 GMT

@Madrock are you able to log back into (or setup) EverSafe/My Account yet? Any of the workarounds helps?

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Madrock — Mon, 05 Jun 2023 16:36:15 GMT

Absolutely. As I mentioned the issue was that I couldn't get in because I didn't have the phone. After going through what I mentioned above I was successfully able to log in and activate a new SIM card.

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Madrock — Mon, 05 Jun 2023 16:40:02 GMT

The main issue was I couldn't log in to community support because it was prompting for that verification code. The private messaging option wasn't available either unless I was logged in.

Once I went through the steps I provided in my original post, I was then able to log in as well as activate a sim card for the new phone.

My frustration was that the chat AI didn't help and everything else is online....as long as I could log in, which I couldn't.

Re: What to if you lost your phone and can't log in (no email option when you press resend code)

Handy1 — Mon, 05 Jun 2023 16:46:38 GMT

@Madrock ok , well we. Happy you got it all sorted out . 🙂