topic Re: Need to access my account without MFA in Get Support

Need to access my account without MFA

Kate82 — Mon, 10 Jul 2023 22:51:58 GMT

Hi! I'm in Japan with no mobile data. I need to update my payment details (new credit card after the original one on the account was compromised 2 days into my trip here - not ideal) but to access my account, MFA wants to send my phone a code which it simply cannot receive.

I reached out on Twitter and was instructed to come here. Not sure of how to contact anyone who actually works for Public Mobile who could help out on this. Any ideas? Thanks in advance.

Re: Need to access my account without MFA

Handy1 — Mon, 10 Jul 2023 22:54:05 GMT

@Kate82 Try and hit resend a few times you should get option to send code to email instead

Re: Need to access my account without MFA

softech — Mon, 10 Jul 2023 22:54:09 GMT

@Kate82

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: Need to access my account without MFA

Kate82 — Mon, 10 Jul 2023 22:58:39 GMT

Tried this. Got through the code log in screen and then received :

{"message":"Unauthorized"}

Re: Need to access my account without MFA

softech — Mon, 10 Jul 2023 23:00:00 GMT

@Kate82 wrote:
Tried this. Got through the code log in screen and then received :
{"message":"Unauthorized"}

@Kate82

try the different workarounds suggested above.

Again, if none of those work, open ticket with support and they can sort it out

Re: Need to access my account without MFA

Handy1 — Mon, 10 Jul 2023 23:00:10 GMT

@Kate82 please

message support directly

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

VVVVV Link below VVVVV

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

Re: Need to access my account without MFA

Kate82 — Mon, 10 Jul 2023 23:05:16 GMT

Thanks! I toggled back through the unauthorized screen and managed to access my account and make the necessary changes. Phew! What a relief!

Thanks to all!