Lost phone but need to keep #

[JJ53]

My wife lost her phone but wants to keep her number in her new phone and still stay with PM.  Thing is, she cannot log in to her PM account because she is not able to complete two-factor authentication as a result of not having the lost phone available to receive the code.

What do I do to keep her number while getting a new sim card to put into her new phone? 

Thank you in advance.

[computergeek541]

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@lamberguini wrote:

I had the same problem before, but the thing is : The login is completely diff from the one you use to update payment info ect to the one you chat with community members etc. 

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Unforunately, the above isn't correct.  Things changed a couple of months ago and the Community login and and My Account/Self Serve logins are identical.

[lamberguini]

I had the same problem before, but the thing is : The login is completely diff from the one you use to update payment info ect to the one you chat with community members etc. So your wife needs to register her PM community account/rewards etc and submit a ticket as you just did. I'm sure as soon as she gets registered (with your expertise of course) it'll be a lot simpler. 

[JJ53]

thank you

[softech]

@JJ53 to keep the phone number, just get a new  sim card and change sim at  My Account 

For My Account login with the 2FA, 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

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

[computergeek541 · Accepted solution]

If the EverSafe ID has previously been set up, clicking on Resend Code will provide an option for the 2FA to be sent by e-mail.