Lost phone

[Nattherat1]

My daughter lost her phone in a car crash. She can’t cancel because of the two step authentication, because she can’t receive a text, so she can’t get into her account. What does one do in this situation to cancel their plan?

[Handy1]

@Nattherat1  Tap resend code a few times . Should get option to send code to email instead . If no luck . Please submit ticket with support to help you 

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

[softech]

@Nattherat1 

you just want to suspend the service or you want to cancel? you can just buy a new PM sim and get a replacement phone

Anyway, to get back to My account without 2FA to our phone, try send email option

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