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Can't log in (lost my cellphone)

Lou37
Great Neighbour / Super Voisin

‎05-31-2023 11:18 AM - last edited on ‎06-04-2023 01:11 AM by Oracle

Hi,

I had to create a new account to post this. This is not my usual Public Mobile account.

I lost my cellphone about 3 weeks ago. Still waiting for your card SIM to arrive. The 10 open days did past, still not received it. I want my SIM card or a refund.

I can't log in on my real account anymore because they ask for the code that was send to my phone. I don't have a phone I lost it. In my account, I even activated the ''lost my phone'' option before you changed all the website with the update. Everything was working just fine before the update. 

How can I log in my account? Can I receive my SIM card? Can I have a refund? 

Please, help. It's been 3 weeks I'm waiting for your return. I just need the SIM card, or and an access to my account, or to delete my account completely and refund me. 

 

ALSO they're used to be a way to talk to an agent. I can't find it anymore. Isn't it possible anymore? 

Labels:
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1 REPLY 1

softech
Oracle
Oracle

‎05-31-2023 11:25 AM

@Lou37 

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

Since you have not ceated 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.
  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 
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there
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