topic Re: Account Suspended - Can't login to update card in Get Support

Account Suspended - Can't login to update card

rolscamp — Wed, 13 Dec 2023 02:05:04 GMT

hi, my kids account needs a credit card update as acct has been suspended ....so we can't get the OTC

how can I access account to update card and reenable service?

Re: Account Suspended - Can't login to update card

softech — Wed, 13 Dec 2023 02:06:17 GMT

you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

If still unable to login, 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: Account Suspended - Can't login to update card

rolscamp — Wed, 13 Dec 2023 02:07:24 GMT

nope, send to email not an option

only text or voice msh

Re: Account Suspended - Can't login to update card

softech — Wed, 13 Dec 2023 02:09:47 GMT

@rolscamp

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.

And 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: Account Suspended - Can't login to update card

DeelightfulDee2 — Wed, 13 Dec 2023 02:51:07 GMT

@rolscamp

Is the phone connected to wifi? I can get the 2FA code via text message when the account is suspended.

Re: Account Suspended - Can't login to update card

computergeek541 — Wed, 13 Dec 2023 06:15:13 GMT

@DeelightfulDee2 wrote:
@rolscamp
Is the phone connected to wifi? I can get the 2FA code via text message when the account is suspended.

Wi-Fi doesn't get use for SMS text messaging. it is possible to to get the 2FA codes by text message on any suspended account, but Wi-Fi isn't needed (nor can it be used).

Re: Account Suspended - Can't login to update card

DeelightfulDee2 — Fri, 15 Dec 2023 08:05:56 GMT

@computergeek541

I guess it's different when the text is coming from your provider. I was going by the fact that I need to be connected to wifi to get other 2FA codes like pc optimum when suspended. It's not that often for me to be suspended and notice if I was connected to wifi for the eversafe code I assumed it was the same as the others.