topic Re: Login in Get Support

Login

DeelightfulDee — Thu, 20 Jul 2023 21:22:04 GMT

How do I access my account?

I'm in the password reset loop with eversafe not recognizing my password. I've cleared my cache, rebooted my device, changed browsers, changed devices. I'm at my wit's end with stupid eversafe.

Thanks

Do I have to contact support to get this fixed? Assuming yes?

Re: Login

Meow — Thu, 20 Jul 2023 21:25:27 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Interesting how Some customers always have an issue while other fly through PM site like on a cloud.

I NEVER had any issue with logging into PM site using computer. Like NEVER. Any hiccup if ever occurred was resolved with simple refresh. Chrome, latest version, ordinary PC laptop.

Re: Login

BKNS27 — Thu, 20 Jul 2023 21:26:23 GMT

@DeelightfulDee

Tap on Resend Code and have the 2FA code sent by email to access your account. Make sure you click on Trusted Device so it will be easier to login to your account in the future.

If all fails, contact a CS_Agent and have them help you access your account.

Re: Login

DeelightfulDee — Thu, 20 Jul 2023 21:27:00 GMT

Done all that. I don't have access to a PC. Phone and tablet only.

Re: Login

hTideGnow — Thu, 20 Jul 2023 21:27:36 GMT

HI @DeelightfulDee you have already tried clear cache and different browser, I think you need to submit ticket for agent's help

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

Re: Login

DeelightfulDee — Thu, 20 Jul 2023 21:28:30 GMT

Thanks. Does anyone know what they do to fix this?

Re: Login

hTideGnow — Thu, 20 Jul 2023 21:30:10 GMT

HI @DeelightfulDee

you login with the same email address you used before?

it is a profile issue, PM has to unlink the My Account with the email address and relink it to resolve the problem

Re: Login

DeelightfulDee — Thu, 20 Jul 2023 21:35:01 GMT

Thanks. I have to change my email anyways maybe if I had done that when I created my eversafe ID that would have avoided this problem?

Re: Login

BKNS27 — Thu, 20 Jul 2023 21:47:02 GMT

@DeelightfulDee

Yes, your Community email will be merged to your account email.

Re: Login

DeelightfulDee — Thu, 20 Jul 2023 23:04:21 GMT

I've been contacted by customer support. Although I'm not so sure they can fix my issue because all they told me to do is to clear my browser or try a different one? Hopefully after I told them what the apparent fix is thanks to hTideGnow's explanation the agent will fix the problem?

Re: Login

DeelightfulDee — Fri, 21 Jul 2023 00:50:56 GMT

Wow is this how customer service works here? Initial contact with a few suggestions that I had already tried and nothing,? It seems I'm getting the exact same response from the community and customer support agents?

BTW according to the agent the resetting of the email to the account fix is incorrect?

Re: Login

DeelightfulDee — Fri, 21 Jul 2023 01:12:51 GMT

Okay this is just getting dumb and dumber! I keep getting asked what process I've used to login which I have explained and I get asked the same question by the same agent over again so I asked if I can get my credit card updated so I can get my subscription up and running again and no apparently they can't change the credit card on my account but I can't remove my credit card on my account even if I could get in so who has access to removing and adding credit cards? P this cannot be the first time this agent has been asked these questions why do they not have an answer rather than giving me the same answer that the community gave me 3 hours ago?

Re: Login

softech — Fri, 21 Jul 2023 01:18:33 GMT

@DeelightfulDee

Support can actually help to remove your credit card from the system

I believe they can help to update it, too, I guess YMMV

You urgently need to resume service? Maybe you can buy a voucher from SDM/711/Shell/London Drug and load the voucher using *611

But if you really need to get back into My Account, please work with Support on that as they might be the only one able to fix the password reset loop. If you are not satisfied with the replies you got so far, ask them to escalate and have a senior support staff to help

Re: Login

DeelightfulDee — Fri, 21 Jul 2023 01:44:15 GMT

I can get a voucher that's not the issue as I need to change plans first. It would be easier if the agent would just update the card. If a customer can't change their own card and an agent won't I have to escalate my support request? What's next ask the CRTC to help me login? I had no idea that customer support here was so useless?