topic Re: lost phone, cant login to account in Get Support

lost phone, cant login to account

Leya — Fri, 07 Jul 2023 16:38:06 GMT

Im trying to cancel an account, my phone is lost and I cant seem to log in because if the two-step verification that is sending a txt to my phone. what can I do

Re: lost phone, cant login to account

softech — Fri, 07 Jul 2023 16:41:26 GMT

@Leya

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

Have you login to My Account since EverSafe was introduced?

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 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: lost phone, cant login to account

Leya — Fri, 07 Jul 2023 16:43:15 GMT

i tried re-send code and it didn't give me the option of the email

Re: lost phone, cant login to account

Leya — Fri, 07 Jul 2023 17:29:04 GMT

I contacted CS agent and didnt get a reply back. This is really important please tell me what to do

Re: lost phone, cant login to account

dust2dust — Fri, 07 Jul 2023 17:39:24 GMT

Did you try calling your number? Maybe someone nice will help you.

Re: lost phone, cant login to account

BKNS27 — Fri, 07 Jul 2023 19:42:51 GMT

@Leya

Did you try searching on Find My on your phone make account?