topic Re: Lost Phone in Get Support

Lost Phone

Jaxen — Sun, 25 Jun 2023 19:41:49 GMT

I lost my phone and I am locked out of my voicemail. I can’t log into my account because I can’t get my 6 digit code. I need to submit a ticket. To get a new SIM card. How can I do this?

Re: Lost Phone

softech — Sun, 25 Jun 2023 19:43:30 GMT

@Jaxen

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: Lost Phone

dust2dust — Sun, 25 Jun 2023 19:43:54 GMT

Had you previously done all the set up of the new system? You don't need a ticket for a new sim. Buy one at a corporate Telus or Koodo store or wait for one to arrive buying online. Is your registered email here using sms 2fa?

Re: Lost Phone

Handy1 — Sun, 25 Jun 2023 19:44:01 GMT

@Jaxen Tap resend couple more times do you. Not get option to send to email instead ? But to reach supports here’s how

message support directly

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

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

Re: Lost Phone

HALIMACS — Sun, 25 Jun 2023 19:45:46 GMT

@Jaxen

May be quicker to get a replacement SIM card from a corporate Telus or Mobile Klinic location, then through this site.

After you acquire one, tap resend code until you get the email option listed and have it sent there.

Re: Lost Phone

hairbag1 — Sun, 25 Jun 2023 19:46:16 GMT

@Jaxen

for a new sim, best to call your local Kodoo / Telus kiosk to see if they have one for you.

Here's a link to start process of CSA assitance...

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 19:56:09 GMT

Thank you

i am only getting the option to resend code as text or voicemail

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 19:56:37 GMT

No, I keep getting send as text message or voicemail

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 19:57:32 GMT

Thank you but when I use CSA, it keeps asking me to login which I can’t because I can’t get the code

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 19:58:42 GMT

Sorry. What is SMS 2FA ?

Re: Lost Phone

softech — Sun, 25 Jun 2023 19:59:45 GMT

@Jaxen check the other workarounds above.

again, if nothing works, this link to message support should work

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

post screenshot if not

Re: Lost Phone

dust2dust — Sun, 25 Jun 2023 19:59:54 GMT

Verification via text.

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 20:07:55 GMT

To a lost phone?????

Re: Lost Phone

dust2dust — Sun, 25 Jun 2023 20:09:07 GMT

It was a preventative question. If your email address uses sms 2fa then you would not be able to use that option either. So I asked you to then let you know that.

Re: Lost Phone

Jaxen — Sun, 25 Jun 2023 20:13:55 GMT

I see thank you and sorry about that.