topic Re: Can’t access my account in Get Support

Can’t access my account

Sam36 — Wed, 19 Jul 2023 02:20:59 GMT

Since signing up I cannot access my account. It wants to send a confirmation code to my phone number which it does and I input the number, then it asks to do it again but this time to a phone number ending in 925 which is not anyone’s number I know. How do I get into my account?

Re: Can’t access my account

softech — Wed, 19 Jul 2023 02:25:13 GMT

@Sam36

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: Can’t access my account

Anonymous — Wed, 19 Jul 2023 02:28:45 GMT

I had the same issue. I had to contact support for them to update my security info as I must have created a PM account in the past.

Re: Can’t access my account

Anonymous — Wed, 19 Jul 2023 16:42:28 GMT

Spot on softech! Pretty much all the steps you mentioned were what my Grandson had to do to get into his newly created account. But because he was a new member cs worked around his issues by starting over and giving him a brand new phone number. Agree can be extremely frustrating, but all good now thanks to the community and pm c/s help. 🙂

Re: Can’t access my account

Sam36 — Thu, 20 Jul 2023 19:44:31 GMT

I’ve tried all of this and I get no option to send a code to my email, I’ve changed my password. Nothing works and support isn’t responding.

Re: Can’t access my account

Anonymous — Thu, 20 Jul 2023 20:14:45 GMT

Sam36 I’m sure you will get more knowledgeable advice than I can give. But what worked for us was as per cs advice, sign up with Community under a different email and id than you previously used…in order to be able to send in a ticket to cs. They were very helpful sorting everything out once we were able to get in touch.

Re: Can’t access my account

softech — Thu, 20 Jul 2023 20:16:23 GMT

@Sam36 wrote:
I’ve tried all of this and I get no option to send a code to my email, I’ve changed my password. Nothing works and support isn’t responding.

@Sam36

you check the Community inbox?

how long you sent the message? Support usually reply within 2 to 4 hours. If it has been longer than that, message them again