Daughter Lost Phone- Please Help

[Andrea437]

My daughter lost her phone and can’t access her account because we cannot currently complete the two-step authentication. Just want to login and set up a new sim for her new phone and cancel the old sim.

[softech]

@Andrea437 

you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send emailT

If that does not work, 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 0rivate 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