topic Help! in Get Support

Help!

HelloNickName — Thu, 01 Jan 2026 22:42:52 GMT

I attempted to change my Public Mobile number and the request failed because the number was inactive.
My account is active, but EverSafe verification sends the 6-digit code to a non-working number, so I am locked out of Self-Serve.
I need a CSA to reset EverSafe verification and reassign a temporary Public Mobile number so I can regain access.

Re: Help!

softech — Thu, 01 Jan 2026 13:45:25 GMT

@HelloNickName check if you can get that code through email. 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 you can login, go to Profile > Manage EverSafe ID to correct the phone number there

If you still cannot receive 2FA and login, you will need to engage support. Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Help!

CSA_PM — Thu, 01 Jan 2026 14:22:46 GMT

Hello @ HelloNickName,

You will need to access the community account in My Settings-Personal-Account Information and verify if the phone number is correct. Then, on the same page, go to Manage Ever Safe ID, check here as well if the phone number is correct, if not, update it. Then log off, log in again, and check once more if you receive the code.