topic Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe in Get Support

Troubleshooting Login Issues: OTP, 2FA, EverSafe

A_CX_PM — Fri, 26 May 2023 18:01:14 GMT

Hey Community,

We are working very hard to resolve errors some of you are facing when logging in or creating a new ID. For Eversafe ID specific issues, our agents are currently unable to support a fix. Please hang tight until we provide an update.

In the meantime, please try the following temporary workarounds:

Try clicking "resend" to get options for email, SMS and voicemail (this workaround only works if you have created your Eversafe ID)
If you are copy and pasting your code, delete the last number and type it in - the button should no longer be greyed out
Some individuals facing this issue are entering incorrect e-mail and/or password: please retry your credentials or attempt a reset
Updated 5.26.23 1:55PM EST: 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.

We will post as soon as we have resolved the issues.

UPDATE workaround for password reset 6:30 PM EST: if you successfully reset your password and get a confirmation email: you can exit and ignore the OTP page, go back to log in, clicking resend if you need a new OTP.

UPDATE: 5/25/2023 6:30 PM EST: We're working on consolidating your feedback and are prioritizing a fix. Thank you for your patience over the next short while as we iron out launch kinks as fast as possible.

Learn more about EverSafe ID

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

PBForMe1 — Wed, 24 May 2023 21:28:24 GMT

You should tell people that the EMAIL option will not show up until you've created the EverSafe ID no matter how many times you press resend - it will only show SMS and VOICE.

The EMAIL option will show up AFTER you've created the EverSafe ID, not before so people without access to the SIM or not getting the OTP codes are locked out.

I've tested this with my accounts, the one with the EverSafe ID already created shows the email option, the legacy accounts without EverSafe ID created will not show the email verify option.

What this effectively means is that if you can't access the OTP codes for whatever reason you are locked out unless you already migrated the account to EverSafe.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

Luddite — Thu, 25 May 2023 00:51:02 GMT

@A_CX_PM @PBForMe1 First time login rejects current password IF it doesn't meet current requirements. I found workaround is to request password reset and create valid password. Then login again and await the 2FA sms. No way to bypass that. So if you manage several accounts they need to send you the 6 digit code and you can then toggle "Trust this device" for future logins.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

PBForMe1 — Thu, 25 May 2023 00:53:50 GMT

@Luddite wrote:
@A_CX_PM @PBForMe1 First time login rejects current password IF it doesn't meet current requirements. I found workaround is to request password reset and create valid password. Then login again and await the 2FA sms. No way to bypass that. So if you manage several accounts they need to send you the 6 digit code and you can then toggle "Trust this device" for future logins.

I don't get a password rejection, I get to the OTP code screen but it won't give me the email option which only becomes available after you create the EverSafe ID so people without sim access are locked out.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

LitlLdy — Sun, 28 May 2023 21:48:36 GMT

@Luddite wrote:
@A_CX_PM @PBForMe1 First time login rejects current password IF it doesn't meet current requirements. I found workaround is to request password reset and create valid password. Then login again and await the 2FA sms. No way to bypass that. So if you manage several accounts they need to send you the 6 digit code and you can then toggle "Trust this device" for future logins.

@Luddite , ohhhh! I got lucky then being allowed to use my previous password!
This has been a very long day! I set mine up with this new system very early this morning! As much as I complained about the new issues/changes that I am unhappy with… after all the reading I did today I was lucky I successfully got it set up correctly!

Edit: Every time I select toggle "Trust this device" for future logins“ it never saves it! It makes me enter a 2FA code at every login!

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

softech — Thu, 25 May 2023 00:58:14 GMT

@PBForMe1 wrote:
I don't get a password rejection, I get to the OTP code screen but it won't give me the email option which only becomes available after you create the EverSafe ID so people without sim access are locked out.

@PBForMe1

It is true, the email option is only available after the phone number is linked.

The step that need to send the phone the 2FA code because that is the actual step to link phone number ot the EverSafe id. That step makes sense. The system needs to assure a proper phone number is linked. Like, what if you entered wrong number? And physical access to the phone is no big deal to 99% of the customers, especially, this is an account creation step

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

PBForMe1 — Thu, 25 May 2023 01:01:04 GMT

@softech wrote:
@PBForMe1 wrote:
I don't get a password rejection, I get to the OTP code screen but it won't give me the email option which only becomes available after you create the EverSafe ID so people without sim access are locked out.
@PBForMe1
It is true, the email option is only available after the phone number is linked.
The step that need to send the phone the 2FA code because that is the actual step to link phone number ot the EverSafe id. That step makes sense. The system needs to assure a proper phone number is linked. Like, what if you entered wrong number? And physical access to the phone is no big deal to 99% of the customers, especially, this is an account creation step

It makes sense if these were new accounts, but they've already been created and verified by SMS and have added additional verification options.

Like if someone lost their phone right now or their sim breaks they have no way to recover access to their account if they haven't created the EverSafe ID which is crazy since most people with autopay rarely log on until they need to do things like... replace a lost sim.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

Luddite — Thu, 25 May 2023 01:04:22 GMT

@PBForMe1 Indeed, there is no way to bypass that 2FA text. Mind you, that does inhibit account theft. Hopefully setting the Trust this device feature will work consistently; but it does seem to require a separate Trust for web and app login.
No doubt we'll be getting calls from all the friends we help set up! 🙀

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

PBForMe1 — Thu, 25 May 2023 01:27:08 GMT

@Luddite wrote:
@PBForMe1 Indeed, there is no way to bypass that 2FA text. Mind you, that does inhibit account theft. Hopefully setting the Trust this device feature will work consistently; but it does seem to require a separate Trust for web and app login.
No doubt we'll be getting calls from all the friends we help set up! 🙀

It doesn't really inhibit theft because now if someone steals your phone and you didn't create the EverTrust ID you're locked out of the account and can't even cancel the sim nor order a new one! Not even support can help you.... which is INSANE for a completely online provider with no phone in support.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

Luddite — Thu, 25 May 2023 02:36:33 GMT

@PBForMe1 Hopefully we've all password protected our phones, so, theoretically, nothing is accessible. BUT, you still have no phone to receive the SMS code. There will need to a workaround to address this problem. Perhaps we'll all need a second Trusted device to insure account access. Though that's not working well for me yet.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

XionBunny — Thu, 25 May 2023 07:38:40 GMT

I know I personally lock my phone down, so if it was stolen no one could access it anyway.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

otp — Thu, 25 May 2023 16:02:27 GMT

No criticism towards the support people that are managing the customer fallout from this change but...

Someone's head needs to roll for this mistake. With proper testing and some forethought, it was entirely possible to learn or to imagine how existing customers would be impacted by the rollout of Eversafe. PM knows that some proportion of their customers are in the position where the account phone will not be online or will be inaccessible to the account holder. There will be many PM customers who have never set a voicemail password and who therefore are unable to retrieve a six digit code that might be in their voicemail box, that is if they even realise that the code would be sent there by the Send Voice Message option if their phone is offline.. That the timeout was set to two minutes makes it near impossible to retrieve from voicemail in time (notwithstanding the fact that the agent has stated it last for a longer period).

Customer service is very expensive to provide and is a fallback in the case where other failures are to blame. The rollout of Eversafe was an avoidable mess that has left many customers without cellular service or without access to their administrative account. That's a loss for the company and a loss for the customers.

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

Dunkman — Thu, 25 May 2023 22:21:57 GMT

Inappropriate language- removed

Re: [Troubleshooting Help] Issues with 2FA/OTP Code for login: try selecting "resend code"

LitlLdy — Fri, 26 May 2023 01:07:18 GMT

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

carsonb — Fri, 26 May 2023 20:11:06 GMT

I’m reposting this note from another thread about the rollout, because it specifically is an issue with EverSafe.
This new login method is too restrictive on what it considers valid emails. It assumes TLDs cannot be longer than three letters. There are many TLDs out there, like “.social” and “.email” and these should be permitted.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

JBD — Fri, 26 May 2023 20:45:27 GMT

Just to confirm: So if an individual is unable to login as they have no access to SMS or Voicemail, and have not created an eversafe account yet (therefore unable to receive codes by email at this time), then this is an issue that cannot be resolved by customer support?

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

softech — Fri, 26 May 2023 20:46:11 GMT

@JBD It can be resolved by support, please open ticket with PM

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

PBForMe1 — Fri, 26 May 2023 21:32:07 GMT

@JBD wrote:
Just to confirm: So if an individual is unable to login as they have no access to SMS or Voicemail, and have not created an eversafe account yet (therefore unable to receive codes by email at this time), then this is an issue that cannot be resolved by customer support?

You can reset your password, it'll then send you a code via email and allow you to create the EverSafe ID and subsequent logins will have the EMAIL option.

Otherwise, as of yesterday there was nothing support can do regarding this issue that's what they told me.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

maximum_gato — Sat, 27 May 2023 01:02:53 GMT

@A_CX_PM @PBForMe1

Here's a partial workaround that worked allowing me access to a suspended account that was unable to recieve the 2FA code via SMS text or voicemail/call.

Having discovered the second hand Google pixel 4 I had purchased was a former telus phone that had been provisioned for wifi calling and for awhile it can and cannot make and recieve calls I decided to try and see if I could get the 2FA via voice call on the second 2FA code try.....I put the suspended account's Sim card in my pixel 4 and logged in.

I waited as the the first 2FA SMS text was sent out and to my great surprise I recieved the eversafe SMS text 2FA code moments later!! Once logged in and noticing the incorrect deactivation date (?!!) I logged out and promptly logged back in.

I checked the trusted device option and sent the SMS 2FA code again which was promptly recieved and entered. Once I was logged in again to the account I logged out and was able to log back in without needing a 2FA code. The trusted device option worked.

If you have access to a telus phone that has wifi calling provisioned you can try this workaround for suspended accounts. ( Note: I am a telus internet/TV subscriber....not sure if this makes a difference?)

Calling the suspended account's phone number recieved 2 separate messages from pm:

Originally calling from my pixel 3: "You do not have a US Roaming add on to complete this call...."
Calling from my moto g7+ : "Your call cannot be completed as dialed please check the number and try your call again."

For anyone who self suspended their account via lost/stolen if this was done before midnight eastern on or before day 30 you may be able to recieve the 2FA code via voicemail. The voicemail/call option appears as an option with the second 2FA code (resend).

Hope this helps. Good Luck!

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

JBD — Sat, 27 May 2023 01:09:29 GMT

This worked for me. Thank you so much!