topic Re: Please help - Lost SIM in Get Support

Please help - Lost SIM

Dave28 — Sat, 15 Jul 2023 03:06:27 GMT

Hi there, friend lost SIM in a phone and wants to replace it - however the solution to replace SIM is to log into account. Can't log into account without SIM.

How can my friend log into their account/replace SIM if the phone is not working?

Thanks

Re: Please help - Lost SIM

softech — Sat, 15 Jul 2023 03:08:27 GMT

@Dave28

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: Please help - Lost SIM

Handy1 — Sat, 15 Jul 2023 03:09:37 GMT

Have them tap resend a few times and you should get option to send to email instead . If that doesn’t work please submit ticket with support to help

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: Please help - Lost SIM

Dave28 — Sat, 15 Jul 2023 04:16:28 GMT

Thanks very much - work around worked. Dave

Re: Please help - Lost SIM

Dave28 — Sat, 15 Jul 2023 04:20:04 GMT

Thanks for reaching out. The following workaround worked. Appreciate you responding.

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.