topic Re: EverSafe ID Issue in Get Support

EverSafe ID Issue

GarrettC1982 — Sun, 03 Sep 2023 20:12:55 GMT

Good day, I ported back to Public Mobile from Virgin this morning. Service seems to be working fine so far. Only issue is I can't confirm for Full Access for EverSafe due to the SMS code not coming through. I've tried the app, tried on desktop. The phone # seems to match mine, but no SMS has come through yet. I tried resetting my Network settings as well but still no luck. Any suggestions?

Re: EverSafe ID Issue

hTideGnow — Sun, 03 Sep 2023 20:17:06 GMT

hi @GarrettC1982

First time you getting inbound call? if not, you need to wait till porting completed

or you can submit ticket with agent so they can check

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

Re: EverSafe ID Issue

Handy1 — Sun, 03 Sep 2023 20:17:11 GMT

@GarrettC1982 Please submit ticket with support using this direct link to help fix

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: EverSafe ID Issue

will13am — Sun, 03 Sep 2023 20:19:39 GMT

@GarrettC1982 , check the status of your virgin account. If that account is still active then porting has not completed yet which explains issues with receiving SMS.

Re: EverSafe ID Issue

Chalupa_Batman — Sun, 03 Sep 2023 20:20:15 GMT

Before you contact a CS Agent, this this.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

Re: EverSafe ID Issue

Chalupa_Batman — Sun, 03 Sep 2023 20:23:01 GMT

@will13am is correct. Can you confirm the port actually went through? Did you get a text from Virgin asking permission to port? Did you say YES? As per @will13am please place your Virgin SIM card back in your phone and see if the name Virgin is in the top left corner still and make a call. If you can't make a call, the port went through and you can try my other advice. If you can make a call, then the port didn't go through. Please let us know so one of us can send you the number to the porting team as a last resort.

Let's figure this out as a community before we go further.

Re: EverSafe ID Issue

GarrettC1982 — Sun, 03 Sep 2023 20:25:57 GMT

Port appears to have gone through. Received the text, confirmed with YES. Made a few calls today and see I am connected to Public Mobile 5G

Re: EverSafe ID Issue

hTideGnow — Sun, 03 Sep 2023 20:27:54 GMT

hi @GarrettC1982 outbound calls can't confirm porting complete or not. It is inbound calls that matter. Try calling yourself from different phones

Re: EverSafe ID Issue

GarrettC1982 — Sun, 03 Sep 2023 20:28:58 GMT

Inbound is working fine, just confirmed.

Re: EverSafe ID Issue

Chalupa_Batman — Sun, 03 Sep 2023 20:40:44 GMT

Next trial and error to determine fix... go to your network settings and turn off automatic and pick Public Mobile and reboot.

Or you can try my suggestion below and have the 6 digit code go to your email instead for now till we figure out why texts aren't working.

Re: EverSafe ID Issue

hTideGnow — Sun, 03 Sep 2023 20:46:56 GMT

hi @GarrettC1982 great then service is working

Try login using Incogn/private/secret mode. If tiu still see the same error, submit ticket with agent

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

Re: EverSafe ID Issue

will13am — Sun, 03 Sep 2023 21:29:40 GMT

@GarrettC1982 , since you have confirmed that number transfer is completed, go into your online account and check the ever safe settings and make sure the SMS is going to the right phone number.

Re: EverSafe ID Issue

maple_leaf — Sun, 03 Sep 2023 21:39:14 GMT

Hello @GarrettC1982 , Welcome back! I think I may know what's happening here. When you left Public Mobile originally, your EverSafe ID (online account) remains active, but with no subscription attached. However, the details of your EverSafe ID would still include your old Public Mobile telephone number for 2FA (text codes). So, if you have now ported back in with a different number, you will need to access 'Manage EverSafe ID', and update the telephone number for those text codes. I've included a link below for assistance. Please let us know if this resolves the issue.

Changing EverSafe ID Information (Name, Number, Email):
https://www.publicmobile.ca/en/bc/get-help/articles/changing-name-in-eversafe

Re: EverSafe ID Issue

Chalupa_Batman — Sun, 03 Sep 2023 21:41:26 GMT

Here's a screen shot of what it looks like.

Well, this points to email but you get my point as the phone number is right below it. LOL

Re: EverSafe ID Issue

maple_leaf — Sun, 03 Sep 2023 21:43:23 GMT

Thanks for including that @Chalupa_Batman , but the phone number is what is needing updating, not the email address (in this case). Arrow points to email address in your screenshot.

Re: EverSafe ID Issue

Chalupa_Batman — Sun, 03 Sep 2023 21:43:22 GMT

I know. That's why I edited it right after I posted the picture. LOL

Re: EverSafe ID Issue

maple_leaf — Sun, 03 Sep 2023 21:44:58 GMT

I see that now...awesome!

Re: EverSafe ID Issue

GarrettC1982 — Sun, 03 Sep 2023 21:49:29 GMT

EverSafe ID didn’t exist when I was last with Public Mobile. I ported back the same number that I originally had as well. I’m receiving SMS from friends, but for some reason the one to confirm my identity isn’t coming through.

Re: EverSafe ID Issue

maple_leaf — Sun, 03 Sep 2023 22:07:57 GMT

Sorry @GarrettC1982 , It's difficult to interpret and solve for other Community members without the whole story. Sometimes, that means going with your best guess based on the information at hand. In this case, have you followed the link I listed above to check on your EverSafe ID details? Just wondering if that telephone number is your current cell phone number? If it's not, then change it to your current cell phone number. If it is, then there's some other issue at play, which may require you contact a Customer Support Agent for further assistance.

Link to PM CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

Re: EverSafe ID Issue

GarrettC1982 — Sun, 03 Sep 2023 22:28:15 GMT

I tried to check on the EverSafe details but as soon as I login it attempts to Confirm my Identity via the SMS which never arrives. I'll reach out to a Customer Support Agent to see if they have any suggestions. Thank you all for trying though, greatly appreciate it.