Can’t access account and need to update credit card number

[MarissaR]

Can’t access account and need to update credit card number as my service is on hold. Can’t make or receive calls

[maximum_gato]

@MarissaR

 👍 Thanks!

[MarissaR]

look below KennethJAdams link to CS agent and send them a private message about your issues and the agent will contact you. i sent a message last night and the agent responded this morning. but it didn't take long to solve the issues.

[maximum_gato]

@MarissaR 

Can you share what fixed your login issue?

[MarissaR]

i went to csa as suggested and this morning my account was reactivated. the csa person is very thorough and gave accurate solutions to my issues. thank you for your help!

[maximum_gato]

@MarissaR 

Hopefully this is the minor eversafe glitch not the major eversafe glitch. More on that in a moment.....

You may want to just purchase a pm payment voucher or use an instant top up/real time payment to reactivate your services. Vouchers can be added via 611 on your phone or by calling 1 855 4PUBLIC on a different phone and entering your 10 digit phone #. Instant top ups or RTP require giving your phone # and provider (pm) to the clerk to add funds to your account to reactivate your service. More info on these options can be found below...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

To confirm your account services have not been suspended without paid service for more than 90 days?

If no then when you get the message that your email and password do not match use the forgot password option. Choose the email option to reset your password. Once you have reset your password clear your browser cache and reboot your device. Enter your email and new password. Take care to not make a typo....if you do clear the entire line and enter it again before submitting the email and password. If this does not work then you will have to contact customer support as eversafe is not recognizing your email address on your account. 

This unfortunately is the big bad ugly eversafe glitch that is not an easy fix.....thus my recommendation you reactivate with one of the alternative methods of payment in the linked thread. 

Hopefully not......?🤞

[Chalupa_Batman · Accepted solution]

at the bottom of this thread I gave a link to contact a CS Agent. Here it is again.

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

Please keep an eye in the top right corner mail box for their reply.

[NDesai]

@MarissaR Try using incognito/private browsing mode. If that doesn't work and you're not sure of your password, you might want to try resetting it. 

[MarissaR]

can't log in:

when i enter my email and password, system sends me a 6 digit code to enter

but when i enter the code it goes to email and password again; but system says password does not match email. 

[MarissaR]

when I log in the first time I enter my email and password. Then they send me 6 digit code which I enter. Then it goes back to my  email and password. But it won’t accept saying my password does not match email

[MarissaR]

Hence I can’t access my account?

[MarissaR]

When I go app it asks me to continue create an account which maybe my fault as I have selected this option earlier

[Chalupa_Batman]

Hey @MarissaR 

I suggest trying to change your credit card via the app. Have you tried that? If not, here's how.

How to change credit card on phone app

Download the app from the app store if you already haven’t.

Sign into your app.

When your app opens you’ll be in the My Account tab. You will see a plus button at the bottom left above the My Account tab. Click on it.

Once you’ve clicked on it, go to Payments

The next screen you’ll want to click on Manage Subscription.

The next screen will give you the option to change your credit card information when you click on Manage Payment Method.

There you will be able to enter a new credit card and expiry date. Click on Save and you're good to go.

If you still can't access your account, you can reach a CS Agent here for assistance.

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