Lost Phone

[Jaxen]

I lost my phone and I am locked out of my voicemail. I can’t log into my account because I can’t get my 6 digit code. I need to submit a ticket. To get a new SIM card. How can I do this?

[Jaxen]

I see thank you and sorry about that. 

[dust2dust]

It was a preventative question. If your email address uses sms 2fa then you would not be able to use that option either. So I asked you to then let you know that.

[Jaxen]

To a lost phone?????

[dust2dust]

Verification via text.

[softech]

@Jaxen check the other workarounds above.

again, if nothing works, this link to message support should work 

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

post screenshot if not

[Jaxen]

Sorry. What is SMS 2FA ?

[Jaxen]

Thank you but when I use CSA, it keeps asking me to login which I can’t because I can’t get the code

[Jaxen]

No, I keep getting send as text message or voicemail

[Jaxen]

Thank you

i am only getting the option to resend code as text or voicemail

[hairbag1]

@Jaxen 

for a new sim, best to call your local Kodoo / Telus kiosk to see if they have one for you.

Here's a link to start process of CSA assitance...

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[HALIMACS]

@Jaxen 

May be quicker to get a replacement SIM card from a corporate Telus or Mobile Klinic location, then through this site.

After you acquire one, tap resend code until you get the email option listed and have it sent there.

[Handy1]

@Jaxen  Tap resend couple more times do you. Not get option to send to email instead ? But to reach supports here’s how 

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

[dust2dust]

Had you previously done all the set up of the new system? You don't need a ticket for a new sim. Buy one at a corporate Telus or Koodo store or wait for one to arrive buying online. Is your registered email here using sms 2fa?

[softech]

@Jaxen 

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

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

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