topic Unable to receive Eversafe code in Get Support

Unable to receive Eversafe code

Annoyed_again — Sat, 05 Aug 2023 16:28:27 GMT

My mother is having problems with her cell. It’s currently not receiving calls or text, but it appears to be still activate as she’s still being billed.

I tried logging into her account, but am not able to receive the Eversafe code through text as it’s not working.

Any ideas?

Re: Unable to receive Eversafe code

Handy1 — Sat, 05 Aug 2023 16:29:55 GMT

@Annoyed_again !try tapping resend code a few times . You should then be given an option to send code to email instead . If no luck please submit ticket with support to help you re gain access

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Unable to receive Eversafe code

dust2dust — Sat, 05 Aug 2023 16:31:15 GMT

When was the last payment? On your phone, dial 1-855-4pu-blic and enter her number and hear what the recording says. It will say 1 of 3 things.

Re: Unable to receive Eversafe code

softech — Sat, 05 Aug 2023 16:31:55 GMT

@Annoyed_again

try to call 1.855.4PUBLIC, enter 1 for English and then her phone number, it would tell you if account is active or suspended

For login My Account, 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 Didn't get the code? or 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: Unable to receive Eversafe code

Annoyed_again — Sat, 05 Aug 2023 16:46:20 GMT

It’s says next billing date August 29.

Re: Unable to receive Eversafe code

hTideGnow — Sat, 05 Aug 2023 16:55:46 GMT

Hi @Annoyed_again just not receiving inbound calls? Help her to change the network mode to 3G only, it should help

Re: Unable to receive Eversafe code

Annoyed_again — Sat, 05 Aug 2023 17:46:04 GMT

Thanks! This worked. Once I reset password, it gave me an option to send code to email. I’m in! Thanks!

Re: Unable to receive Eversafe code

Annoyed_again — Sat, 05 Aug 2023 17:46:37 GMT

This worked. But only after resetting password through “forgot password”.

Re: Unable to receive Eversafe code

Handy1 — Sat, 05 Aug 2023 17:47:26 GMT

@Annoyed_again ahh good we happy to hear it

Re: Unable to receive Eversafe code

softech — Sat, 05 Aug 2023 17:48:58 GMT

@Annoyed_again we are happy as long as it works 🙂