topic Re: I cannot access My Account to change subscription plan, please help in Get Support

I cannot access My Account to change subscription plan, please help

S_Lab — Mon, 16 Oct 2023 16:32:48 GMT

I cannot access My Account to change subscription plan, please help

Thank you!

Re: I cannot access My Account to change subscription plan, please help

JRod — Mon, 16 Oct 2023 16:36:25 GMT

Are you just unable to receive the two-factor code via your phone when you try and login? If you have access to your email you can have the code sent to your email.

Once it asks for the two factor code upon login hit the “didn’t receive code” option:

This will open up a menu that gives you the option to have the code sent to your email:

If you continue to have issues trying to access your account please reach out to customer service for assistance:

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

Re: I cannot access My Account to change subscription plan, please help

hTideGnow — Mon, 16 Oct 2023 16:38:51 GMT

HI @S_Lab

what error message you got?

wait and hour and try again , try using Incognito/Private/Secret mode, try using the app

and let us know if you can login and just not able to change subscription or you cannot even login?

If same, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I cannot access My Account to change subscription plan, please help

BKNS27 — Mon, 16 Oct 2023 16:42:45 GMT

@S_Lab

Create a Eversafe ID if you haven’t done it yet before login. Click on Sign Up.

Re: I cannot access My Account to change subscription plan, please help

S_Lab — Mon, 16 Oct 2023 16:49:46 GMT

Hi @hTideGnow @JRod @BKNS27 I can't login even I inputted my correct login details many times. Thanks for your replies!

Re: I cannot access My Account to change subscription plan, please help

JRod — Mon, 16 Oct 2023 16:50:56 GMT

@S_Lab

When was the last time you were able to successfully login to your account?

If it was before May then you most likely don’t have your eversafe account linked to your existing PM account. In that case contacting customer service is the only remedy and they can link the two accounts.

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

Re: I cannot access My Account to change subscription plan, please help

hTideGnow — Mon, 16 Oct 2023 16:59:39 GMT

HI @S_Lab

then as said above, best to submit ticket with PM agent and let them help with the login first, they might be able to schedule the change for you as well

Re: I cannot access My Account to change subscription plan, please help

S_Lab — Mon, 16 Oct 2023 17:14:48 GMT

When I login and verify code, it just returns to the login page. Nothing happens

Re: I cannot access My Account to change subscription plan, please help

S_Lab — Mon, 16 Oct 2023 17:15:19 GMT

When I login and verify code, it just returns to the login page. Nothing happens

Re: I cannot access My Account to change subscription plan, please help

hTideGnow — Mon, 16 Oct 2023 17:15:31 GMT

@S_Lab wrote:
When I login and verify code, it just returns to the login page. Nothing happens

HI @S_Lab

Use Incognito/Private/Secret mode on your browser to login My Account and try again. Also, try using the PM app