topic logging into account in Get Support

logging into account

jannad1 — Wed, 16 Aug 2023 23:49:31 GMT

I'm trying to log into my account. When I get to this page...

"We’ve noticed you have an active Public Mobile service and would like to confirm your full access.

A 6 digit code associated with your EverSafe ID will be sent to

phone number. We will need you to confirm this number."

Confirm Your Identity

You’re logging in from an unknown device

To confirm it's you, enter the 6-digit code sent to *******338

The number that they text me at is NOT my phone number. How can I contact them or get access to my account another way? I need to cancel my account as we are leaving the country.

Re: logging into account

Chalupa_Batman — Wed, 16 Aug 2023 23:52:47 GMT

See where it says resend code? Click on it a few times and the next window to pop up will give you an option to send to your email instead.

This is how you can do it on the app.

How to receive 2FA code via Public Mobile Phone app

Download the app via WiFi and sign in using the email you signed up with.

Click on the Didn’t get the code? Before you do though, check the box on This is a trusted device so you never have to be asked for the 2 step again on the phone.

The next window that comes up is this.

You can choose either Send Email which will go to the email you registered with or Send Voice Message meaning it will call your number and ask you to push buttons. Choose the email you signed up with. Then once you're in on your phone, you can go manage your settings and change the phone number it should be sent to you. Then you can go to your PC and when it tries to send your 6 digit code, it will go to the correct number.

Re: logging into account

HALIMACS — Wed, 16 Aug 2023 23:51:43 GMT

Just enter an incorrect code (make it up), several times, and on the 3rd or 4th try of resending the code, it'll give you the option of having one sent to your e-mail address.

Re: logging into account

softech — Wed, 16 Aug 2023 23:53:47 GMT

@jannad1

do you have "Didn't receive the code?" or "Resend Code" on the 2FA code screen? if so, click on it and check if Send Email an option

If you can get in My Account that way, go to Profile page , click Manage EverSafe ID and you can update the phone number there

https://myaccount.publicmobile.ca/en/account/my-profile

But if you cannot login My Account, engage support by direct message:

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: logging into account

jannad1 — Wed, 16 Aug 2023 23:58:45 GMT

Thanks. I will try these. I've been trying to login on my computer. Will try on my phone.

Re: logging into account

jannad1 — Thu, 17 Aug 2023 00:02:02 GMT

there is no "didn't get the code" button on my app.

Only resend code...

Re: logging into account

jannad1 — Thu, 17 Aug 2023 00:03:14 GMT

There is no option for it to be sent anywhere else.

I tried entering the incorrect code numerous times. 😞

Re: logging into account

jannad1 — Thu, 17 Aug 2023 00:03:46 GMT

There is no resending the code via email option...

Re: logging into account

Chalupa_Batman — Thu, 17 Aug 2023 00:04:36 GMT

click on resend code a few times ... hammer it. lol

Re: logging into account

softech — Thu, 17 Aug 2023 00:08:36 GMT

@jannad1

Try this 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)

Again, if this workaround does not help, 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: logging into account

jannad1 — Thu, 17 Aug 2023 00:29:40 GMT

I'm waiting for a response from customer help. However it won't let me send any more messages to them.

Re: logging into account

jannad1 — Thu, 17 Aug 2023 00:30:10 GMT

I tried....haha. Nothing. I can't believe it's not even my phone number that comes up. This is so hard.

Re: logging into account

Chalupa_Batman — Thu, 17 Aug 2023 00:43:05 GMT

Don't give up just yet. As you can see by all the replies... you've got a lot of great members here doing their best to help solve your issues.

Re: logging into account

computergeek541 — Thu, 17 Aug 2023 01:19:30 GMT

@Chalupa_Batman wrote:
Don't give up just yet. As you can see by all the replies... you've got a lot of great members here doing their best to help solve your issues.

I've seen a few members saying to click/tap on it a few times. However, I've notice that at least for me, it always works on the first tap/click. When it comes to clicking on the option multiple times, that could actually slow down the loading of the next page as the request to load the content would start over again after each click. Can you share some insight about if others have clicked on the option and had nothing happen?

Re: logging into account

Chalupa_Batman — Thu, 17 Aug 2023 02:14:26 GMT

I only say tap a few times because I have fat fingers with callus at the end and have to push a few times to find soft skin. Not saying @jannad1 has fat fingers.... just saying ....