Can't sign in

[iantquan8]

I had a public mobile phone number in the past, but have not had it for more than a year. I recently started a new plan. Everything was going fine until I was finishing everything up and tried to sign in to my account. It wanted to confirm my account by sending a confirmation code to my old phone number, not the new number I just got. I can't access my account because it keeps requiring I type in a 6 digit code that was sent to my old phone number, so I can't submit a ticket, can't contact anyone, have no way accessing any of my account information.

[iantquan8]

I have already reset the password, still get the same problem. I cannot change the email because new phone number does not work yet, so I have no way of logging into any account

[esjliv]

@iantquan8 -  I presume you used the same email you used over a year ago to activate this new account? It may have helped if you used a new email to activate, then get it sorted out after in your My Account.

If you try the 'Forgot your email' option, can you reset your account that way? Or, even try the "Forgot your password" option and see if that helps.

[softech]

@iantquan8 

did you try the workarounds above I suggested? The "Reset Password" or "multiple wrong OTP" tricks helped many 

But of course, if nothing works, open ticket with support:

                 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

[Handy1]

@iantquan8  Use this direct link to support 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[iantquan8]

No option for email, just:

"

Confirm Your Identity

You’re logging in from an unknown device

To confirm it's you, enter the 6-digit code sent to .......800"

[iantquan8]

I cannot create a ticket because it will not let me sign into my account

[iantquan8]

I have never been able to successfully log in since eversafe was introduce. I created the eversafe, but the last step is to confirm the phone number, which is always to my old phone number.

"We’ve noticed you have an active Public Mobile service and would like to confirm your full access.

A 6 digit code associated with your EverSafe ID will be sent to

phone number

. We will need you to confirm this number."

Then it sends the code to my old number

[softech]

@iantquan8 

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

[hTideGnow]

Hi  @iantquan8 

try to click Resend Code and see if Send Email is there, click that

[Handy1]

Tap resend code a few times . You should get option to send code to email instead . If still not luck . Please submit ticket with support to help you 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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