Locked out

[Brenda19]

My husband's credit card expired and now he is locked out of his account. He cannot update his credit card info because a security pin is sent to his cell which he is locked out of. We cannot get a hold of anyone to update information either. Any assistance would be GREATLY appreciated

[Brenda19]

thanks for your help, appreciated anything at this point

[softech]

@Brenda19 

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

[hTideGnow]

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@Brenda19 wrote:

email was not an option. it is asking to send a voicemail or text

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HI @Brenda19 

then I guess ticket with agent is needed.  Please submit as per above

[Brenda19]

email was not an option. it is asking to send a voicemail or text

[Handy1]

@Brenda19  Fastest way to get  you up and  running again is to buy a voucher and load to account *611 or get support to update the credit card info for you 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[hTideGnow]

HI @Brenda19 

try using email to receive code.  On that 2FA screen, click Didn't receive code and select email as the option

if the option is not there,  please submit a ticket with CS Agent here and they will sort it out:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[will13am]

@Brenda19 , if you select resend code, you will be offered the option to receive the 2FA code to email.