Getting past eversafe OTP sign in

[BJMahoney]

Hi!

I lost my phone in the ocean the other day, recovered it but its wrecked. I have bought a new phone, and a new simcard, but I cannot access my public mobile account because the OTP keeps attempting to send the sign in code to my phone number. There are suggestions about sending the code to my email, but I do not see any option to do that when the eversafe ID asks for the code. I need help getting around this security measure to get my phone working. 

Thanks,

Brennan

[RavingRaven]

@BJMahoney 

Do you get the voice call option? If so them call your phone # and press "*" when voicemail picks up and enter your voicemail PIN#. Have a pen and paper ready to write down the 6 code. Wait for it to repeat to ensure you heard all 6 digits correctly then delete the message.

[BJMahoney]

Hi Softtech,

Thanks for your help. On the screen where it asks for the code, there is no option for choose email. It just resends it to my phone again (which again i cannot access because it is broken). I attempted the other work arounds you suggested, and they did not work either. This is pretty frustrating, makes me want to cancel my public mobile account, and I haven't even had it for one month. 

[softech]

@BJMahoney 

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

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 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