How to reactivate my service? I can't sign in to My Account.

[brettrf]

My phone is suddenly in SoS mode today, and I'm guessing there is an issue with my account payment. I cannot login to My Account because I can't receive text messages from PM, and when selecting "Resend code" email isn't an option. I tried creating another login with a different email address to try to submit a ticket and I still can't login to My Account.

How do I get out of this purgatory?

[softech]

@brettrf great to know everything is set  🙂

[brettrf]

@softech - Thank's for the suggestion. I got around the 2FA to text/voice mail by selecting the "Forgot password" link (which I hadn't). That triggered the 2FA code to email which got me in to look at my account.

Turns out there was no issue with my payment. Must have been a network issue this morning.

[brettrf]

There was no way for me to submit a ticket because I needed to login to submit a ticket... which I couldn't. There really needs to be a way to submit a ticket without logging in.

[Yummy]

You are talking to customers like yourself. Agents do NOT monitor nor accept requests through this forum.

To Contact CSA-agent there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[softech · Accepted solution]

@brettrf 

PM just changed to a new EverSafe login system and you need to complete the setup

Since 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 and have them to help in this situation:

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 the ticket is opened.  CS Agent will reply to you there