How to cancel auto-pay for lost SIM

[rbcameron]

A family member has lost his phone. Auto-pay was set up for that account using my credit card. I want to cancel auto-pay.

When I try to log into his account, the 2FA sends a text to the lost phone. Thus I can't get into the account to cancel auto-pay.

How can I cancel auto-pay for the account of the lost SIM?

Thanks

- richard

[rbcameron]

Hi @softech 

#1 worked! When I clicked Resend Code, I was offered the choice to send to email. 

Thanks very much!

- richard

[Handy1]

@rbcameron  Yes your right . I’m sorry please submit ticket with support to help you in this case 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[rbcameron]

Thanks @hairbag1 I'll try that.

[softech · Accepted solution]

@rbcameron you clicked Resend code and Send email is not there?

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

[rbcameron]

You're assuming I can log in. As I said, I can't log in because that requires 2FA by text to the lost phone!

[rbcameron]

Text to the lost phone is the only 2FA method offered. And I don't have the account PIN.

[hairbag1]

@rbcameron 

click this link to start conversation with CSA...

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

[dust2dust]

Had you already done the new login system? if so then click on Resend code and choose email.

Or if you know the 4 digit account pin then you can dial 1-855-4pu-blic and enter the number and turn off autopay.

Or ask support to suspend it for you.

[Handy1]

@rbcameron 

Turn  auto pay  OFF/ON  3 easy clicks

Or if you know the 4 digit PIN number

*611