Can't login my account. OTP comes to only phone number but my phone is lost

[Shafik]

Can someone please help me login into my account portal in the Eversafe system? I lost my phone so the only way I can read the OTP is through email but OTP doesn't come to my email.

Your prompt response will be appreciated.

[esjliv]

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@A_CX_PM wrote:

For this specific issue, our agents are current unable to support a fix. We are working very hard to identify the OTP error and resolve. Please hang tight until we provide an update.

We will get back to you as soon as possible.

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@A_CX_PM - I was suggesting to @Shafik that they can seek help to report the phone as lost and perhaps sim swap it on their account.

[Shafik]

Hi - I just messaged CSM with all the details. Can you please at least help me to map my replacement sim with my account so that I can turn on my phone?

[A_CX_PM]

For this specific issue, our agents are current unable to support a fix. We are working very hard to identify the OTP error and resolve. Please hang tight until we provide an update.

We will get back to you as soon as possible.

[esjliv]

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@Shafik wrote:

I tried all the options there. In the end, it takes me to My account page and then OTP..

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@Shafik   Contact Public Mobile Representatives (CSA) to get them to help you report your phone as lost, and perhaps swap the SIM card (if you have a replacement yet) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)

[Shafik]

I tried all the options there. In the end, it takes me to My account page and then OTP..

[Shafik]

Hi - I tried resend code too. Checked all folders. No luck!

[softech]

@A_CX_PM   

Please look into how to open ticket with support when My Account /Eversafe login is not working

The chatbot , after typing in "Forgot login information", keep going into the circle.  At the end, it ask for My Account loing.  But of course, if your issue is My Account login,  then this step cannot be completed to proceed to open ticket with support

[A_CX_PM]

Hi there, 

We are investigating and working to resolve as soon as possible. Please hang tight for the time being. We will provide an update as soon as we have a fix and you can retry the process.

In the meantime, you can try selecting resend code and make sure to check all SPAM folders just in case. 

Thank you for your patience!

[hairbag1]

@Handy1 

FYI...it think Simon has either retired or received a buy-out and gone to Grand Cayman to live.

[softech · Accepted solution]

@Shafik 

 If you have trouble with Chatbot or you don't have access to My Account: 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

[Shafik]

Chat box doesn't help. Takes me to the never-ending sign-in page which send OTP to my phone number only. Sent a private message to CS agent. Waiting to hear. Let's see

[Handy1]

@Shafik  You will need support assistance 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

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