Lost phone

[LB82]

Hello,

my husband lost his phone and we can’t report as lost on his account as the account authentication goes to his phone. How do we get into his account without the phone?

[hTideGnow]

HI @LB82 

since send email is not an option, only CS agent can help.  Please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[LB82]

Nope

 

[LB82]

Only gives option to text or voice message. No email

[softech]

@LB82 

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

[Dunkman]

@LB82 

You should be able to resend 2FA code to your email address on file (instead of 2FA text).  Then report your phone stolen.  

[Handy1]

@LB82  You can submit ticket with support to help report it lost stolen . In the mean time call around to local Telus Koodo store or order from Amazon to get a new SIM card and ask support to simcard swap the number for you so he can keep his phone number and plan on the new SIM card 

send a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[fixin]

Please ask this question in the "Get Support" Section, here is the link for it,

https://productioncommunity.publicmobile.ca/t5/Public-Mobile-Community/ct-p/Public_Mobile_Community

Hope the community helps you!

Note: I am not a official agent, so please don't send sensitive information to me