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[KR57]

Due to a scam I put my credit card on hold. During that time my girlfriend monthly bill came due. I can log in to my account. That’s fine. But it won’t let my log into hers to get it paid. She can not log into her account either. Why can’t she log in?

[KR57]

Once we got her signed in with eversafe we where able to fumble our way through. Thanks 

[maximum_gato]

@KR57 

To get service back up and running ( as long as this is not a chargeback situation) then adding payment via the 611/IVR system is fastest by purchasing a pm voucher or an instant top up/RTP (real time payments). These can be done at retail locations or online.  Here is info on both....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

[hTideGnow]

HI @KR57 you got stuck with 2FA code or wrong password?

you and your GF setup the EverSafe ID yet?

[esjliv]

@KR57 Were both your accounts using this credit card affected by a scam? If this was a Public charge and you issued a chargeback on it, that may be the issue...although you said you can log into yours okay...🤔

Can she call 611 (or # 1-855-478-2542 or # 1-855-4PUBLIC from another device) to see what the status says? If the account cannot be found then the account was likely made disabled by Public Mobile. If cannot be found submit a ticket with CSA to get the account back.

The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team are below:

1 -  Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a PRIVATE MESSAGE to start a ticket to them here: Private Message to Public Mobile Customer Support Agents (CSA)

Otherwise, try the 'Forgot your Email or Password' on her account, and follow through any steps.

[Handy1]

@KR57  Check out managers thread for work around to one time log in 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever...

[hairbag1 · Accepted solution]

@KR57 

in the last few weeks there's been some security changes to access PM accounts. Now each account needs to be done through Eversafe. She needs to start that process.

You and her can top up your accounts with payment vouchers, then dial 611 to add them to your accounts. No pin needed.