topic Re: Can't access TFA in Get Support

Can't access TFA

Dave37 — Tue, 31 Oct 2023 01:15:41 GMT

My daughter lost her phone and can't receive the 2FA text to login to her account and move her number to a new SIM card. Is there a way to send the TFA code to email?

Re: Can't access TFA

will13am — Tue, 31 Oct 2023 00:23:12 GMT

@Dave37 , if you select did not receive code, you will be offered an option to receive the 2FA code to email.

Re: Can't access TFA

HALIMACS — Tue, 31 Oct 2023 00:30:00 GMT

Also, @Dave37 , and it sounds like you're aware, when you regain access to self-serve as outlined by @will13am , be sure to go under your PROFILE tab and change the associated SIM card there. It will re-associate all account particulars to the new SIM.

Don't try to activate the new SIM card in the traditional way as one would when newly activating here.

Just ensuring you're aware. 😉

Re: Can't access TFA

Dave37 — Tue, 31 Oct 2023 01:15:20 GMT

When I select resend code the only options are text or voice mail. Voice mail doesn't help either. Any other ideas?

Re: Can't access TFA

HALIMACS — Tue, 31 Oct 2023 00:51:02 GMT

@Dave37

Are you trying on a mobile device, or desktop/laptop?

Can you also try on the Public Mobile app?

I always get the option when selecting "Didn't get the code?" to receive an SMS, a voice message, or an e-mail. It should be the same for you ... i would think.

Re: Can't access TFA

HALIMACS — Tue, 31 Oct 2023 00:53:54 GMT

FYI @Dave37 , for reference, i just tried it on a laptop using Microsoft Edge and it looks like this:

Re: Can't access TFA

Dave37 — Tue, 31 Oct 2023 01:30:30 GMT

Tried logging in and resending code on android, laptop, app and chrome book. All only have text and voice-mail options to resend the code.

Re: Can't access TFA

softech — Tue, 31 Oct 2023 01:33:12 GMT

@Dave37

give it two more attempts with these workarounds, worked for many:

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: Can't access TFA

HALIMACS — Tue, 31 Oct 2023 01:34:46 GMT

I don't understand, @Dave37 , these options present to me with any method of login after tapping "Didn't receive the code". Make sure you're not tapping "Resend code" as that may only present the same options not including e-mail.

Has the service been inactive for GREATER than 90 days?

If not, reach out to customer support this way, and they'll help. You may not receive a reply until morning, though:

To contact a Customer Support Agent, send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Can't access TFA

Dave37 — Tue, 31 Oct 2023 01:48:41 GMT

I see now I never get the option "didn't get a code". I only get "resend code". I think I have to open a ticket.