Can’t access my account

[Sam36]

Since signing up I cannot access my account. It wants to send a confirmation code to my phone number which it does and I input the number, then it asks to do it again but this time to a phone number ending in 925 which is not anyone’s number I know. How do I get into my account?

[softech]

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@Sam36 wrote:

I’ve tried all of this and I get no option to send a code to my email, I’ve changed my password. Nothing works and support isn’t responding.

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@Sam36 

you check the Community inbox?

how long you sent the message?  Support usually reply within 2 to 4 hours.  If it has been longer than that, message them again

[Anonymous]

Sam36 I’m sure you will get more knowledgeable advice than I can give.  But what worked for us was as per cs advice, sign up with Community under a different email and id than you previously used…in order to be able to send in a ticket to cs.  They were very helpful sorting everything out once we were able to get  in touch.

[Sam36]

I’ve tried all of this and I get no option to send a code to my email, I’ve changed my password. Nothing works and support isn’t responding.

[Anonymous]

Spot on softech!  Pretty much all the steps you mentioned were what my Grandson had to do to get into his newly created account.  But because he was a new member cs worked around his issues by starting over and giving him a brand new phone number.  Agree can be extremely frustrating, but all good now thanks to the community and pm c/s help. 🙂  

[Anonymous]

I had the same issue. I had to contact support for them to update my security info as I must have created a PM account in the past.

[softech]

@Sam36 

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