topic Re: Sim card in Get Support

Sim card

Brenda14 — Mon, 26 Jun 2023 05:10:17 GMT

Trying to get into publicmobile for my aunt. For some reason cannot receive 6 digit code to her email

Re: Sim card

pmbc — Sun, 25 Jun 2023 16:48:58 GMT

@Brenda14 Are you asking that it doesn't come up with an email option or that the MFA isn't being delivered after you select email? If the former, try to click resend after EverSafe attempts to send via SMS and you will have an option to email the MFA code.

If you've selected email as the resend option and it's not being delivered then try to contact a CS Agent to have them help look into it for you.

you can try to send an email directly to the CS Agent here.

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

Re: Sim card

softech — Sun, 25 Jun 2023 16:48:31 GMT

@Brenda14

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: Sim card

Handy1 — Sun, 25 Jun 2023 16:48:38 GMT

@Brenda14 Can you. It send code to her phone instead

Re: Sim card

Brenda14 — Sun, 25 Jun 2023 16:55:16 GMT

Code is not being sent to email

Re: Sim card

pmbc — Sun, 25 Jun 2023 17:02:17 GMT

Does your Aunt have access to her phone that you can try to send via SMS? Could she have used a different email address registered? I'd suggest that you contact a CS Agent to validate the email address the MFA code is being sent to.

Re: Sim card

Brenda14 — Sun, 25 Jun 2023 17:06:59 GMT

We are using her phone