topic Re: Lost phone in Get Support

Lost phone

GrumpyDad — Wed, 21 Feb 2024 02:52:44 GMT

HI, same question, kid lost thier phone, and I'd like to log into the account to see if it's still active out there somewhere. However, when I click "resend code" it does NOT give me the option for an email. Only text or voice message. I'm kind of stumped. I can't log into the kids account without the phone? I have access to the email, and the password, but still can't log in.

Thoughts? Help?

Re: lost phone

softech — Wed, 21 Feb 2024 02:51:10 GMT

@GrumpyDad

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: Lost phone

GrumpyDad — Wed, 21 Feb 2024 03:18:03 GMT

I will give it a shot. Thanks. And thanks for splitting this to a new thread, I couldn't decide if I needed to make new thread or not.

Re: Lost phone

GrumpyDad — Wed, 21 Feb 2024 03:30:53 GMT

Thanks, this did work, I needed to reset the password, using the code sent to email, then I could log in, and still needed a code, but it did give the option to send the code to the email this time. I have turned off 2FA on this account, and suspended service while we look for the phone. Thanks for your help, short-term issue resolved. Longer-term issue going to remain until kid has their own credit card.....

Re: Lost phone

softech — Wed, 21 Feb 2024 03:32:19 GMT

@GrumpyDad

hope you are not as grumpy now 🙂

Not sure if you tried yet, use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)