topic Re: Eversafe ID major design flaw in Get Support

Eversafe ID major design flaw

ThomasTTT — Tue, 28 Nov 2023 01:04:28 GMT

CATCH-22; I cannot log into my dads account even with the correct password and email..cause Eversafe ID wants to send a 6 digit verification code to the cell..BUT the cell is not receiving it cause something went wrong with the account..a glitch..who knows.. CATCH-22 i cannot get into the account to fix anything..cause the BS overkill 2-step verification cr*p is stopping my access.. I didn't access the account for over a year..never needed to. a FULL DIY cell service is a major design flaw.. NO ONE to contact to fix this. this is the major design flaw part.

Re: Eversafe ID major design flaw

Handy1 — Tue, 28 Nov 2023 01:06:09 GMT

@ThomasTTT You can submit ticket with support to help you gain access to your fathers account

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: Eversafe ID major design flaw

hTideGnow — Tue, 28 Nov 2023 01:13:31 GMT

HI @ThomasTTT

is email an option to receive the 2FA? Try to click Didn't receive code and check if email is the option after

if it is , login with it first Then go to Profile, Manage Eversafe id to confirm the phone number there

if that does not work, Please submit ticket with CS agent and ask them to investigate

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

Re: Eversafe ID major design flaw

Teo0321 — Tue, 28 Nov 2023 01:28:40 GMT

Hi @ThomasTTT

I understand the frustration you're experiencing. The two-step verification process is in place for security reasons, but when it becomes a barrier, it can be challenging.

Contact Customer Support:

Although it might be challenging, try reaching out to Public Mobile's customer support directly. You can submit a ticket to a customer support agent using this link.

I hope you can get this sorted out soon. If you have any further questions or need more guidance, feel free to ask.

Best of luck! 🙂

Re: Eversafe ID major design flaw

BKNS27 — Tue, 28 Nov 2023 01:29:18 GMT

@ThomasTTT

What website nowadays doesn’t have 2FA these days when accessing any of your account?

Re: Eversafe ID major design flaw

ThomasTTT — Tue, 28 Nov 2023 02:33:44 GMT

i cannot submit or reach any agent until I log in... i cannot log in.......without the 6 digit code.....catch-22

Re: Eversafe ID major design flaw

ThomasTTT — Tue, 28 Nov 2023 02:46:56 GMT

Thanks for your help the link actually worked.. odd i could never find that on the site anywhere.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Tue, 09 Jan 2024 13:33:32 GMT

I've recently been locked-out of my account. This persisted for more than 24 hours. I appreciated the value of the ChatBot, but at times when the answer to I'M locked-out of my account is Log into your account seems disappointing. No one I could contact? Need to Log-in to get anybody to talk to and you can't Log in? Something is definetly wrong here.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

softech — Tue, 09 Jan 2024 13:36:52 GMT

@EWB

did you try to the Forgot Password link? try to use Incognito mode or try using app

if that does not help, please open ticket with PM support for them to help

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: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Tue, 09 Jan 2024 13:45:58 GMT

I tried to Reset the password; after confirmation, I was still locked-out. Couldn't submit a ticket because I had to be logged-in before I could do this. There's nothing that I could do NO one that I could contact. Fortunately, the lock-out was eventually released (or I couldn't have this conversation). There should be a mechanism to allow a customer to get help. My phone was working, I just couldn't log-in and was locked-out. If it happens to you, you're not very impressed with the service. I do however appreciate your quick response.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

computergeek541 — Tue, 09 Jan 2024 13:57:48 GMT

@EWB wrote:
I tried to Reset the password; after confirmation, I was still locked-out. Couldn't submit a ticket because I had to be logged-in before I could do this. There's nothing that I could do NO one that I could contact. Fortunately, the lock-out was eventually released (or I couldn't have this conversation). There should be a mechanism to allow a customer to get help. My phone was working, I just couldn't log-in and was locked-out. If it happens to you, you're not very impressed with the service. I do however appreciate your quick response.

Please send a private message to CS_Agent.

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

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

softech — Tue, 09 Jan 2024 14:03:19 GMT

@EWB better to reset password , wait 5 minutes and then use Incognito mode to login

for open ticket, the link i posed above is to direct message. you can direct message with your current community login : @EWB l no need for further My Account login, please try

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Tue, 16 Jan 2024 20:03:28 GMT

I was finally able to resolve the situation. There is however a failing in the system:

1. When I was locked-out, I had forgotten my password.

2. I reset the password, but I continued to be locked-out 24 hours later. When I was requested to reset the Password I did successfully, however I remained locked-out.

3. When I reported to the Chat that I was Locked-out. I was recommended to log in,

4. I could not get help. I could not log in to send a PM or contact the Community

5. I really appreciate everyone's assistance but there should be an easy way to contact the community by PM or text message. This sould be made clear to the Custome via Chat.

THANKS AGAIN EVERYONE!

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

hTideGnow — Tue, 16 Jan 2024 20:05:24 GMT

HI @EWB

so, after a wait for 24 hours?

was that you just waited ? or confirmed by agent that the 24 hours wait is needed?

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Tue, 16 Jan 2024 20:12:02 GMT

I reset the password. Still locked-out 24 hours later. Reset the password, locked-out. Waited several hours, reset again. Several hours later able to log-in. Unable to get help, just at the mercy of a long reset cycle. Nothing I could do about it.

I was told each time to reset the password after 3 hours of lock-out. It didn't make a difference. I suppose I'd still be waiting if it didn't reset without the ability to contact ANYONE.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

potato2 — Fri, 23 Feb 2024 15:10:39 GMT

@EWBdid you solve this issue? thanks

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Fri, 23 Feb 2024 15:21:51 GMT

The program finally accepted my new password. It's too bad that customers are left high and dry and can't report/communicate with anyone without a password. Not cool.

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

potato2 — Fri, 23 Feb 2024 15:46:39 GMT

Okay, I've reset the password two or three times over the past few weeks so far since this problem started. Good to hear that it can eventually start working again cause it's definitely very concerning. I wanted to make changes to my account to pay them more money too so what the heck!!

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

EWB — Fri, 23 Feb 2024 16:40:08 GMT

Glad to hear things worked-out for you. Its a real PITA when your stuck and can't log-in/contact anyone to straighten things out. Have a good weekend!

Re: Troubleshooting Login Issues: OTP, 2FA, EverSafe

DeelightfulDee2 — Tue, 05 Mar 2024 00:06:16 GMT

@EWB @potato2

OMG....I am praying that your solution will work!!