topic Re: How to log in to my account when out of Canada? in Get Support

How to log in to my account when out of Canada?

MeriBaba — Tue, 06 Jun 2023 19:14:13 GMT

I am asking this question on behalf of my father. He ported his number to public mobile before traveling overseas. At that time, the public mobile website was not updated, and a user would receive a confirmation code for login on their number or their email.
My father is now in overseas and want to purchase an add-on for receiving calls there. But whenever he tries to login to his account, a code is sent to his number, which he obviously does not receive. There is no option to receive the code on his email.
Is there anyway he can login to his account and make the purchase for the add-on? Thank you.

Re: How to log in to my account when out of Canada?

Handy1 — Tue, 06 Jun 2023 19:17:42 GMT

@MeriBaba When you say overseas , I take it he’s not in the US ? Because PM only works in Canada and the US with US roaming add ons .your father would be best to get a local pre paid SIM card for his trip in that case

Re: How to log in to my account when out of Canada?

softech — Tue, 06 Jun 2023 19:17:55 GMT

@MeriBaba

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

Since he has not created an EverSafe id yet, he won't be able complete the part to link to 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: How to log in to my account when out of Canada?

MeriBaba — Tue, 06 Jun 2023 19:20:10 GMT

@Handy1Thank you. I did not know that PM is not available outside of Canada and US. He is not in US but may still want to login to his account. Any solution for that?

Re: How to log in to my account when out of Canada?

softech — Tue, 06 Jun 2023 19:22:22 GMT

@MeriBaba he can still login from outside of North America and finish the EverSafe setup, please check my post above

Re: How to log in to my account when out of Canada?

Handy1 — Tue, 06 Jun 2023 19:22:26 GMT

@MeriBaba since he most likely didn’t set up a ever safe ID , best to try @softech suggestion to work around login.

Re: How to log in to my account when out of Canada?

MeriBaba — Tue, 06 Jun 2023 19:22:26 GMT

Thanks. I'll ask him to try these options.