topic Login issues in Get Support

Login issues

brummie — Tue, 13 Jun 2023 16:21:53 GMT

Im having problems logging into my account .It keeps saying my phone # is not in the system i have had this # for a few years . i can not make a payment until i can get into my account

Re: Login issues

softech — Tue, 13 Jun 2023 16:22:47 GMT

@brummie when was the last time your phone service was working?

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: Login issues

hTideGnow — Tue, 13 Jun 2023 16:24:03 GMT

HI @brummie you have not created your EverSafe ID yet? I think you need agent to help to complete the setup of the new login system

Please submit a ticket with CS agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Login issues

BKNS27 — Tue, 13 Jun 2023 16:43:24 GMT

@brummie

Have you kept up with your monthly bills?

If it is suspended for more than 90 days, you account will be closed with no access any more, SIM will be useless and you lost your number.