Cannot log in - PLEASE HELP (CUSTOMER SERVICE?)

[DBrown888]

Hi

On other account cannot log in because sim card lost. Cannot log in because text message verification required to log into website but cannot do that because sim card is lost. 

Who do I contact for help? Cannot do anything but make a new account. No customer service available.

Will need to cancel Public mobile if cannot receive help. Cannot pay for services without having a sim card!!

[dust2dust]

@allendick- Yes ,everyone interprets things as they see it. We're all trying to help but sometimes misinterpreting happens. Support is reachable from anywhere in the private message system here in the community forum. It was getting through this stupid new system that was the problem here. Glad you got it going.

[allendick]

Well, thanks.  I have gone through landing in Canada many times in the past and routinely check my account before returning.  This time was hell.

I got it done and all is well, but all of the advice given to me was from the perspective of  people who are logged in.

FROM THE OUTSIDE, SUPPORT IS VIRTUALLY UNREACHABLE.

[dust2dust]

@allendick- I saw your post in a reply to Handy1 and gathered that you figured out the log in so I scratched out my reply. So are you all set? Logged in? Paid up? Account active?

Just in case you weren't fully aware of who we are, we are customers like you. We can help you and guide you and suggest things. We can not "Just make sure my phone will work". Support would be the only ones that could "make sure". But how could they? All kinds of possible scenarios could happen upon touching down at YVR.

Sim in phone, active service, networks set to automatic, network mode set to LTE etc to start. Turn off airplane mode on the ground and it should all just go.

[Handy1]

@allendick  We are just customers like you trying to help . We are not PM staff . You would be best served to share your thoughts and opinions with support . So they hopefully make the necessary adjustments to make the whole online experience . Simply and straight  forward 

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

[softech]

@allendick we are all customers here and try to help as much as we can

For fixing the system, it has to be done by PM.   😞

[allendick]

> Again, if you still cannot login, support can help, message them

You really really don't understand a word I wrote, do you.

I give up.   

It is a Catch-22.

Only by luck, dogged persistence, and years of web experience did I manage to find a way or I would not even be writing this because I would still be logged out and unable to get in.

I give up.

Please don't bother me any more by repeating various versions of the same useless advice.

Instead, fix the system.

[softech]

@allendick email to receive 2FA is a choice. you just need to click Resend code and Send Email after.  Again, that choice might not be there initially 9f EverSafe was not full setup . If you don't see the option there in the resend code, you might need to use the other steps I provided 

Again, if you still cannot login, support can help, message them

As to using another number to receive the 2FA code.  You can do that, the option is there but you need to first login My Account first, maybe via email or via help from support.  Once you logged back in, go to Profile page and click Manage EverSafe ID and you can change the number there

https://myaccount.publicmobile.ca/en/account/my-profile

[allendick]

That is easy for you to say. 

[BKNS27]

@DBrown888 

Hijacked thread! 
Just hit Resend Code and select send 2FA code by email and you should be good to go.

[allendick]

Just make sure my phone will work when I touch down at YVR Saturday nigh and the next week.  That's all.

[dust2dust]

What are you wanting to do once logged in? Pay? There are other options. I fully agree with you as to the ridiculous difficulties this new system brought in.

[allendick]

Yeah. I got in, no thanks to Public. 

I should bill you for my time.

[allendick]

> @allendick For trusted device, it could be related with you using a different device, or with a different IP (especially you are traveling and IP could have been dramatically changed)

Of course. What dummy could not have anticipated the sophisticated travelers would not use VPNs and cloak their browsers?

[allendick]

You did not read my article, did you?

All this is clear if previously understood, but to someone finding everything changed, and unable to receive a code with no alternative this is a dead end.

There is absolutely n excuse for not offering alternatives when clients have alternate phones and email listed on the account. 

This plain and simply customer abuse -- and don't get me started on the silly 'bot that wants me sign in to discuss not being able to sign in.  Another loop.

Doesn't anyone debug these systems?

[softech]

@allendick For trusted device, it could be related with you using a different device, or with a different IP (especially you are traveling and IP could have been dramatically changed)

And use Resend code to email

[allendick]

This is totally insane.  I'm in Mexico and went to sign in to check my plan for when I return and I wasted almost an hour trying.  The system is braindead.  I logged in and then it kept insisting on sending me a text that I could not receive.  I was locked out.  It was a loop.

I have a second phone that gets texts anywhere in the world and an email registered in my profile, but these were not offered as options as I went around and around.  Then I tried the silly 'bot that of course wants me to sign in when I tell it that I can't sign in. 

Finally, when trying to reach an agent, I somehow stumbled onto a page that sent the code by email and here I am, angry as hell at programmers who could not imagine a common situation where a person could not receive a text and might need to sign in. 

Maybe  a lost phone?  Maybe a stolen phoner (Sure, send the code to the stolen phone.  Smart move)

Maybe a damaged SIM?  Maybe a customer out of cell range but with Internet?

There are more possibilities.

I'm signed in now, but can I ever sign in again?  Whatever that EverSafe ID is, I have no idea if I have one or not because it is not shown anywhere I can see.

And, as for trusted device?  The browsers change often and it seems nothing stays trusted for long.

Anyhow, I am really bummed by this experience.

This is absolutekly inexcusable and lloks really reraly bad 

[softech]

@DBrown888 

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

[Handy1]

@DBrown888  Tap resend a few times , you should get option to send to email instead . If no luck get 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