topic Re: Unable to access account in Get Support

Unable to access account

phillippassfeil — Thu, 15 Jun 2023 17:53:25 GMT

I have been trying to login but the one time 6 digit code is going to the wrong phone number. I cannot access the account to change plan type of cancel. I am unable to access any human customer service rep. Please help!

Re: Unable to access account

softech — Thu, 15 Jun 2023 17:55:02 GMT

@phillippassfeil wrote:
I have been trying to login but the one time 6 digit code is going to the wrong phone number. I cannot access the account to change plan type of cancel. I am unable to access any human customer service rep. Please help!

@phillippassfeil

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

Have you setup the EverSafe id yet?

If 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: Unable to access account

phillippassfeil — Thu, 15 Jun 2023 18:05:14 GMT

The issue is that the one time password is going to the wrong phone number so I cannot login. I have tried opening a ticket.... we'll see if i get a response.

Re: Unable to access account

softech — Thu, 15 Jun 2023 18:07:08 GMT

@phillippassfeil if you can log back into My Account using the workaround above (many can using the Reset password trick), then you can update the phone number to receive 2FA here:

Go to Profile page, click Manage EverSafe ID, and update the phone number. That phone number can be different from the phone number you have with PM:

https://myaccount.publicmobile.ca/en/account/my-profile

Re: Unable to access account

dust2dust — Thu, 15 Jun 2023 18:14:58 GMT

It's a great method for "managing" multiple accounts. But it can't be a different Public number and it can't be repeated across multiple accounts. So only one use of a separate number or of course the proper account phone number.

Re: Unable to access account

magic57 — Fri, 16 Jun 2023 20:53:39 GMT

I have the same problem. I have changed my phone number, the 2 step verification was sent to the old number . I can not log in to my account. what is the solution