Can't login past eversafe as it has my old number no longer in use.

[tor6sxb]

Hello, very frustrated!  I can't login to my account because eversafe has my old mobile number that is no longer in use.  When I hit resend code, the option to send via email does not come up.  It keeps sending OTP to my old number.  Can anyone help me please?

[maximum_gato]

@Luddite 

Last I heard even pm hasn't figured out this issue? Unless someone knows something else?

[tor6sxb]

Thanks again for the advice above but I tried all of it exactly like that and it did not work.  I appreciate the feedback!   Hoping CS will get back to me.   

[maximum_gato]

@tor6sxb 

You may not have used the correct procedure....?

1. Clear browser cache.
2. Enter email.
3. Choose "forgot password".
4. Reset password.
5. Enter email and new password.
6. 2FA code is sent to phone #.
7. Immediately enter 4 "wrong" 6 digit codes.

This should trigger the email option for the 2FA code to be sent to your email. To trigger the email option after this login you may need to repeat the procedure but you should be able to skip resetting the password and just enter the wrong 6 digit 2FA code 4 times in quick succession when eversafe sends out the initial text code to your phone #. Good Luck.

[tor6sxb]

Hi there.  Thanks for the advice!  I tried both and did not work.  Same problem.   I can login the first time to Public but as soon as Eversafe pops up to complete the next verification, it's still sending to my old number and "resend" does not bring up email option.   Anyway, CS got back to me and stated they're looking into it but it would take 5 days!   Terrible customer service and system.  

[softech]

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@tor6sxb wrote:

Hi there.  I tried those as well.  When I updated with my new mobile number, eversafe still was sending OTP to my old number.  I've also tried to hit resend code many times and email option as never come up.

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@tor6sxb 

ok, you were able to login and get to Manage EverSafe id and change the phone number, you are close to the finish line

If you are using browser, try launching Incognito mode and login My Account and see if it sending to your new phone number.  Or you can use a different browser and Incognito mode together

If you have been using app, try to uninstall  the app first, then clear browser cache of the default browser on your phone, then reinstall the app and try logging in again.  It should then send the code to your new phone number

[tor6sxb]

Hi there.  I tried those as well.  When I updated with my new mobile number, eversafe still was sending OTP to my old number.  I've also tried to hit resend code many times and email option as never come up.

[softech]

@tor6sxb 

you might be waiting for support to reply, try this I'm the mean time.  If you can login with one of these workarounds, you can then go to Profile page, Mange EverSafe id to update the phone number

 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.

[tor6sxb]

Thanks!

[hairbag1 · Accepted solution]

@tor6sxb 

probably time to ask CSA for help....

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