topic Re: Locked out in Get Support

Locked out

Brenda19 — Mon, 27 Nov 2023 15:25:10 GMT

My husband's credit card expired and now he is locked out of his account. He cannot update his credit card info because a security pin is sent to his cell which he is locked out of. We cannot get a hold of anyone to update information either. Any assistance would be GREATLY appreciated

Re: Locked out

will13am — Mon, 27 Nov 2023 15:26:25 GMT

@Brenda19 , if you select resend code, you will be offered the option to receive the 2FA code to email.

Re: Locked out

hTideGnow — Mon, 27 Nov 2023 15:26:27 GMT

HI @Brenda19

try using email to receive code. On that 2FA screen, click Didn't receive code and select email as the option

if the option is not there, please submit a ticket with CS Agent here and they will sort it out:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Locked out

Handy1 — Mon, 27 Nov 2023 15:27:31 GMT

@Brenda19 Fastest way to get you up and running again is to buy a voucher and load to account *611 or get support to update the credit card info for you

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: Locked out

Brenda19 — Mon, 27 Nov 2023 15:34:08 GMT

email was not an option. it is asking to send a voicemail or text

Re: Locked out

hTideGnow — Mon, 27 Nov 2023 15:35:22 GMT

@Brenda19 wrote:
email was not an option. it is asking to send a voicemail or text

HI @Brenda19

then I guess ticket with agent is needed. Please submit as per above

Re: Locked out

softech — Mon, 27 Nov 2023 15:35:24 GMT

@Brenda19

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: Locked out

Brenda19 — Mon, 27 Nov 2023 15:41:15 GMT

thanks for your help, appreciated anything at this point