topic Re: Phone stolen in Get Support

Phone stolen

janice6 — Sat, 08 Jul 2023 23:20:55 GMT

I want to deactivate my account because my phone was stolen but to log into my account it sends a code to my stolen phone! Please help

Re: Phone stolen

Grinch — Thu, 06 Jul 2023 21:25:26 GMT

Try the text first by default then try to "resend" and it may give you an option to have the code sent to your email.

Re: Phone stolen

dust2dust — Thu, 06 Jul 2023 21:25:01 GMT

Had you already set up the new login system? If so then you can click on resend code and you'll see the choice to send the code to your email.

Re: Phone stolen

janice6 — Thu, 06 Jul 2023 21:28:26 GMT

Thanks, tried that and it worked for me to reset my password but then when i log in again it automatically says its sent a code to my phone ( stolen) which I cant get

Re: Phone stolen

softech — Thu, 06 Jul 2023 21:28:27 GMT

@janice6

do you know the 4 digits account pin? you can disable Autopy by dialing 1.855.4PUBLIC and enter 1 for English then enter your phone number

For My Account login, 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

For your lost phone, use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Re: Phone stolen

janice6 — Thu, 06 Jul 2023 21:29:26 GMT

unfortunately i havent logged in forever so didnt know there was a new system but thank you for replying!

Re: Phone stolen

janice6 — Thu, 06 Jul 2023 22:05:09 GMT

Thanks a million! This worked and I appreciate your thorough reply so much

Re: Phone stolen

softech — Thu, 06 Jul 2023 22:06:51 GMT

@janice6 wrote:
unfortunately i havent logged in forever so didnt know there was a new system but thank you for replying!

@janice6

no worry, you can still login

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 by direct message 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: Phone stolen

JunJun — Thu, 20 Jul 2023 03:47:09 GMT

Thanks a million! This worked . I got my number back and I appreciate your thorough reply so much

Re: Phone stolen

JunJun — Thu, 20 Jul 2023 03:49:29 GMT

Thanks a million! This worked . I got my number back and I appreciate your thorough reply so much. didn't know it could be so easy before reading your message.