Code via text

[Jon1980]

I tried to change my password, and it said it sent a code. The phone number the code went to does not coincide with my phone number. How do we change this so that it uses my phone number?

[robm54]

As originally mentioned, this was previously fixed by an agent after my submission of a ticket.

[softech]

@robm54 

you can try again using a different browser or browser with Incognito mode

and try using the app as well.  After you logged into the app, go to Account page, click "Manage Login (Secured by EverSafe)"

[robm54]

Both conditions met but still didn't allow me. Was a new functional activation with a successful just ported in number, and eversafe was holding on to originally assigned number from the initial activation 

[softech]

@robm54 

you cannot change the phone number?

make sure you can only change to a Canadian phone number, and the number cannot be tied with another EverSafe account (ie, one phone number for one EverSafe account)

[robm54]

Curious to know if Softech's solution was successful as I tried that method for exactly the same problem and after logging in, the app wouldn't allow me to change it. I ended up having to submit a ticket to get it done. 

[softech · Accepted solution]

@Jon1980 first try to get back into My Account then you can change the phone number to receive the code.

to get into My Account now, use email to receive the code.  On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email

Once you logged in, go to Profile page, click Manage EverSafe id, and update the phone number there

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

if you cannot receive the code via email and cannot login, ask support to help 

 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 ticket submitted, CS Agent will reply to you there