Login Hell

[루나]

Every time I've log in over the past year (ish), I'm told that my saved in google password is incorrect...cross verified as correct with written information
I change my password and save the new one to google and to paper
I go to log in again and surprise, my password is incorrect.

On more than one occasion I've been locked out for an 'hour', my hours are quite different than PM's as mine last for exactly 60 minutes, while PM's can last weeks...which means until you cave and reset your password AGAIN.

I was attempting to log in to take advantage of limited time offer, which expired on Dec. 2...it's taken until today (5th)  to get in...by setting a new password...which isn't enough it seems, as now I need my email, my password and a special code sent to my email...E.V.E.R.Y T.I.M.E I. L.O.G I.N!!!!!!!!

Can someone please explain the reason for this never ending nightmare?  Is there a fix? It's been over a year since the new EverAnnoying security system was put in place...how is it allowed to still be like this???

[루나]

Thank you everyone for your suggestions! It's wonderful how many people are willing to help!  I think I will have to head over to customer service and see if they can work some kind of voodoo and make the relationship between myself and Eversafe a lot less hostile.  Thanks again!

[루나]

Hi, Immune, I couldn't login to either of my accounts, I had to change the password again today to get in to both.  I think contacting customer service at this point is my best option.

[루나]

AHHHH, I did not mean to accept as solution, I meant to hit reply...sigh, how do I undo that?  Thank you for the directions to the Eversafe login info, I did not know that was there.  However, all of my information is correct AND both my computer and my phone are listed.

[Immune]

So you can’t login to your active plan account but can on this new community account. If I were you I would just contact customer service and let them work it out. I’ve been with Pm about 3 month or so and much prefer their help system of not only this community forum but the ease and hassle free of contacting CS. Was with Bell and recently did a trial run with freedom mobile and it’s a major hassle contacting live help or by chat because you wait and wait and most of the time a call centre not well trained person you have to endure. I do think PM by far has the best customer service setup will go as far and say even better that the parent company Telus . 

[루나]

I've had an active PM account for 8-9 years. Even without google, and typing it in correctly, I still get the run around.  Clearing my cache hasn't helped so far.  I don't know what I can be doing wrong...I had no issues prior to EverSafe.  I will try clearing my cache prior to my next login.

[루나]

That's a good point, but I think this may be the only redeeming characteristic of EverSafe, while creating a new password, there's a little note underneath where you type that starts out red.  It says 'invalid password' (I think) until you have all the bits you need, then it turns green and off you go.  So I don't think you can create a new one that isn't acceptable.

[Phil_Adelphus]

@루나   When Eversafe first came in I had some difficulty which seems to have been because Eversafe is finicky about the characters in the password.  I found the specifications somewhere (letters, numbers, special characters, minimum number of each) and since then have had no problems logging in.  It did not like the password I was using for Public Mobile before and kept giving me the error that ID and password don't match.  Finding the specs for the Eversafe password was not easy, not sure if anyone knows where it might be found or even if that's related to your problem.

[Dunkman]

@루나 

That is indeed frustrating.  I managed five accounts and don't seem to have any major issues login to my various accounts.  

Sorry, have you tried using the Public mobile app itself?  

By chance, are you using VPN app?

Once you login, go to Profile section. Manage your Eversafe login link.  See if both phone number (for 2FA text) and email is correct.  Check if your device is located in the trusted device section.  

[루나]

Hi Dunkman, my problems started when EverSafe was implemented.  Nothing like that in the 7 or 8 years prior.  Same issue on my phone.  I have tried a different web browser, cleared my cache and done the incognito thing, in all browsers...every time I was told my password was incorrect, I also tried rebooting my comp just prior to logging in...just in case, lol...I only have my phone and my comp to use it from so a different device isn't an option, sadly.   

[루나]

I've been with PM for 8 or 9 years, and I never had this issue until EverSafe. I don't cut and paste.  Google auto fills it.  If that doesn't work, I type it in...which still doesn't work...sigh.  I have the same problem with the app on my phone.  Thanks for the suggestion though, hopefully that will help someone else:)

[BKNS27]

@루나 

I been with PM for about 3 years and never had issues with login online or the app.

The problem you are having is because of the cut and paste password. 
I cut and paste the first few times and it didn’t login but when I manually put in the User ID and Password…never had an issue.

[Dunkman]

@루나 

The everSafe login system was introduced about one year ago.  For some customers, it has caused login issues unfortunately.  

Have you tried using the PM app (to access your account)? 

The website is finicky.  You could try a different web browser, clear cache or incognito mode.  Or try on a different device itself. 

Here is some additional information:

https://www.publicmobile.ca/en/ab/get-help/articles/eversafe-faqs

https://www.publicmobile.ca/en/ab/get-help/articles/eversafe-troubleshooting