topic Re: I'm not getting OTP, can I request it to go to the email address. in Get Support

I'm not getting OTP, can I request it to go to the email address.

Bay12 — Mon, 19 Jun 2023 03:03:37 GMT

Hi I'm writing this on behalf of my sister as she cannot login, as she's not getting OTP (one time passcode) on her number. Can she request it to go to her email address instead. This is extremely frustrating.

Re: I'm not getting OTP, can I request it to go to the email address.

Bay12 — Mon, 19 Jun 2023 03:06:16 GMT

also, where can I submit ticket? Who can I contact to resolve this issue?

Re: I'm not getting OTP, can I request it to go to the email address.

softech — Mon, 19 Jun 2023 03:09:28 GMT

@Bay12

If you have completed the setup of EverSafe ID, you can ask the code to send to email instead

On the screen it is expecting you to enter the code, click Resend code and then choose Send email

For submit ticket, Chatbot ticket is having problem, please open ticket by message support directly here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: I'm not getting OTP, can I request it to go to the email address.

Bay12 — Mon, 19 Jun 2023 03:13:17 GMT

No, unfortunately she has not created the EverSafe ID yet. Thank you I will submit the ticket.

Re: I'm not getting OTP, can I request it to go to the email address.

softech — Mon, 19 Jun 2023 03:14:32 GMT

@Bay12

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: I'm not getting OTP, can I request it to go to the email address.

Bay12 — Mon, 19 Jun 2023 03:23:56 GMT

Thank you very much, it allowed me to get OTP via email after I changed the password.