Can’t access account

[Chris47]

I am out of the country for several months and am not able to access my account because I can’t receive the authentication code (it’s going to my number which has no service here). I need to cancel that account since I’m not using it. How do I proceed? 

[MillerMrs]

These are very helpful tips! thank-you. I wish PM would just support TOTP apps however.

[softech]

nvm

[BKNS27]

@Chris47 

If you are not on AutoPay and stopped payment for 90 days or longer while you are out of the country…your account will be closed, SIM will be useless and you lost your number.

So your service is cancelled already.

[hairbag1 · Accepted solution]

@Chris47 

if you're not going to use PM again, call the credit card issuer to stop payment to your PM account.

[Dunkman]

@Chris47 

Bad timing with the introduction of the everSafe login system, which requires a SMS text verification.  I assume that you have autopay turn on or subscription turn on. 

A few tricks to try to login to your account:

1. Reset your self service account password.  Login with your new password. There may be an option to send the code via email.

2. Incorrectly enter SMS text codes several times and after 4-5 attempts, the website may send you an email code.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever...

[softech]

@Chris47 

PM just changed to a new EverSafe login system and you need to complete the setup on this new system.  Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If 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 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