Community

Fouche · ‎05-28-2023

Hi,

I lost my phone, and it causes me to be unable to access my public mobile account, because when I enter my email and password the system still wants to authentify me by sending a code to my phone.

Please help. Thank you.

Dunkman · ‎05-28-2023

@Fouche

Not sure if you are still unable to access your account.

Here is the announcement of this problem:

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

You could try work around #4 in the above announcement:

Updated 5.26.23 1:55PM EST: 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.

This worked for another person to gain access to their account.

softech · ‎05-28-2023

@Fouche

If you have not created an EverSafe ID yet, then, you won't be able to create the ID on the new My Account without the a working phone with a working PM sim.

Please open ticket with support and have them to help in this situation:

Please 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

hTideGnow · ‎05-28-2023

HI @Fouche Yes, if you have not enrolled with the new login just introduced last week, you won't be able to access My Account. Please submit ticket with CS agent. Chatbot is not working now, so message them:

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

BKNS27 · ‎05-28-2023

@Fouche

You can have the 2FA code sent by email, text or call. Just hit Resend Code and it will give you these options but you need to register on Eversafe ID first.

Handy1 · ‎05-28-2023

Community

Lost phone, can't access account