Lost phone

[CHILLYMAC]

My brother-in-law lost his phone. He can’t login to get his account to get his confirmation code. They are sending the code to his lost phone. 

[softech]

@CHILLYMAC 

so, does it see "Send Email" an option after clicking on "Didn't receive code"?

or if the email option is not there, he can still 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 PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there

[CHILLYMAC]

He can’t get a code. Public Mobile sends it to his lost phone. 

[BKNS27]

@CHILLYMAC 

Jus click on Resend Code or Didn’t receive code and have the 2FA sent by email to pause his service by clicking on Lost/Stolen phone on his account while he gets an new phone and SIM.