@CS_Agent

[dmj-]

I would like to cancel my old number so a payment doesn’t get taken out for it. i lost the sim card and phone. can’t log back into that number without having a code sent to that number.

[BKNS27]

@dmj- 

Did you create a Eversafe ID? If you haven’t, you need to create one first then login. Click on Sign Up and create an ID.

 

[dmj-]

i can’t get into that account at all

[hTideGnow · Accepted solution]

HI @dmj- 

Try to submit a ticket with CS agent and ask them to disable the Pre-authorized payment for you, or even remove the credit card:

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

[BKNS27]

@dmj- 

You can login to your account and go to Profile section and click on Lost or Stolen Phone to stop payment. You can also diable AutoPay until you get a new phone and SIM so you can retrieve your old number back.

[softech]

@dmj- 

if you know the 4 digits account PIN, you can call 1.855.4PUBLIC and disable Autopay there

If not, you will then need to login to My Account to complete that

PM just changed to a new EverSafe login system and you need to complete the setup

I assume you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. 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)
   
2. 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 and have them to help in this situation:

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 the ticket is opened.  CS Agent will reply to you there