topic Re: 2 Step Verification Issue in Get Support

2 Step Verification Issue

duckling — Mon, 12 Jun 2023 21:20:47 GMT

I have 2 public mobile accounts. My personal one and then one for my daughter. I had set it up for when I log on to her account to update anything that any verification stuff would come to my number since I am the one that pays and deals with actual account information. Now with the new 2 step verification it says its sending the code to her number but she isnt getting any code, and it isnt coming to my phone like originally setup. So now I cant get into her account at all. How do I reach someone who can help me fix this?

Re: 2 Step Verification Issue

softech — Mon, 12 Jun 2023 21:23:42 GMT

@duckling

Try to receive the code via email

on the 2FA screen, click Resend Code and then Send email. See if it helps

Re: 2 Step Verification Issue

duckling — Mon, 12 Jun 2023 21:24:46 GMT

ive tried that many many times over and nothing, it only gives text or voice message option, doesnt give email as an option

Re: 2 Step Verification Issue

softech — Mon, 12 Jun 2023 21:29:22 GMT

@duckling i am not sure if the EverSafe setup was completed on that account

Try again using Incognito mode

if that does not work, 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: 2 Step Verification Issue

duckling — Mon, 12 Jun 2023 21:30:22 GMT

thank you

Re: 2 Step Verification Issue

duckling — Mon, 12 Jun 2023 21:36:36 GMT

Thank you again! The resetting password made the email option show as you mentioned. And I was able to access the acount, greatly appreciated!