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elongley · ‎07-03-2023

Handy1 · ‎07-04-2023

@elongley Oh good we happy to hear you got it all sorted out finally 🙂

softech · ‎07-04-2023

@elongley happy that it is all sorted out now 🙂

elongley · ‎07-04-2023

Thanks for all the quick responses. Support was able to handle the SIM swap but that unfortunately did not resolve the issue. The real issue was that the phone was actually not unlocked. I have unlocked a phone with Rogers 4-5 times over the past several years on chat support and had attempted to do the same thing. Going back over the recent chat transcript with them every time I said "unlock" they said "unblock" and eventually confirmed that the phone was "unblocked" which I now assume has something do do with a do not call list... I contacted Rogers again and made it clear I wanted the phone "unlocked" and again they started talking about "unblocking". I stopped them and confirmed again about "unlocking" and they finally told me that I can now only do that over the phone, with their business support side, and only during regular business hours... I called that number back today and was able to actually unlock the phone and then everything worked as expected.

[✅ ........ Luddite]

BKNS27 · ‎07-03-2023

@elongley

It should have given you 3 options, email, text or call.

If not then you need to contact a CS_Agent to help you further but you will need your security PIN to confirm you are you and not someone trying to SIM swapping.

softech · ‎07-03-2023

@elongley

as said above, you can message them 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

Handy1 · ‎07-03-2023

@elongley Please message support to help fix

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

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

elongley · ‎07-03-2023

I click resend code and and it only gives me the option for text or voice. I clicked that button 5 times in a cycle and then it just goes back to the login page.

softech · ‎07-03-2023

@elongley

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

Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If 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

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)
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

Handy1 · ‎07-03-2023

@elongley Hit resend a few times you should get option to send code to email instead

Adding DO NOT activate the new sim just SIM card swap in profile pics that @softech and I sent you

elongley · ‎07-03-2023

The issue is that my phone died and I have moved the sim card to another phone but it won't activate. I also therefore can't get the 2FA 6 digit code when I try and log in with that account.

softech · ‎07-03-2023

@elongley you can do it yourself if you have access to My Account

After you logged in, go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Handy1 · ‎07-03-2023

@elongley Do this in your my account

SIM SWAPPING profile tabs

Note only do this on lap top or computer/ not mobile device

or you can get support to do it for you also

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

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

Community

I need help with a sim card swap