Cannot log in account - no sim card

[AngryCustomer27]

My mom went back to China early this year, she took the SIM Card with her to China.

In the past, I alway login to her PM account and pay her service every month. after she went to China, I stopped paying the service, however, PM started to charge me directly to my credit card. I tried to log into the account, but step 2 is to ask me to enter the code that sent to her PM cell phone number. But she is in China and could not receive any text Mr. What options do I have? Could I ask her to mail the SIM card back to me? Will that solve the problem? Thank you

[dust2dust]

You certainly should be angry customer 27. It's my thinking that accounts that had been suspended at the time of this new system were suddenly reactivated without the account holders knowledge and consent until they see it on their credit card. Like you.

If you have no other business with Telus or Koodo then I would do a chargeback. This company needs to learn their lessons on how to treat their customers money.

[softech · Accepted solution]

@AngryCustomer27 

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]

@AngryCustomer27  Try tapping resend code a few times you should get option to send code to email instead  if no luck please submit ticket with support to help your re gain access 

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