Lost Phone and Multi Factor Authentication

Rdm48 — Fri, 07 Jul 2023 21:58:47 GMT

I just lost my phone and would like to put my services on hold. I understand that I have to log into my Ac count to do this. However, when I try to log into my Account the Multi - Factor Authentication Code is sent to my Phone, which I have lost.

How can I have the MFA code sent to my email address instead of my phone, so I can log in to my account?

Re: Lost Phone and Multi Factor Authentication

softech — Fri, 07 Jul 2023 22:02:10 GMT

@Rdm48

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

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Lost Phone and Multi Factor Authentication

Re: Lost Phone and Multi Factor Authentication