topic Re: Cant access my account in Get Support

Cant access my account

Nusrati — Thu, 22 Jun 2023 18:49:51 GMT

I cant access my account.

Re: Cant access my account

Handy1 — Thu, 22 Jun 2023 18:51:04 GMT

@Nusrati please

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Cant access my account

esjliv — Thu, 22 Jun 2023 18:53:19 GMT

@Nusrati - are you a current customer? Or have you been in nonpay suspended status for over 90 days, cause that closes your account here. OR, if you port out, that closes it too also.

If you are a current customer, then try the "Forgot your password or email" option. Also, try opening a tab in incognito mode to see if that works, it usually helps some of us.

Re: Cant access my account

softech — Thu, 22 Jun 2023 18:53:46 GMT

@Nusrati

Can't access because of the 2FA code?

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

If you have already created an 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

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: Cant access my account

hTideGnow — Thu, 22 Jun 2023 18:54:49 GMT

HI @Nusrati

If password problem, use the Forgot Password at the login page

if it is the new login system issue, please submit a ticket with CS agent:

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

Re: Cant access my account

esjliv — Thu, 22 Jun 2023 18:54:59 GMT

@Handy1 so quick to copy that, without more details ? ☹️. Maybe this is a non-account issue.