Mom's Phone Stopped Working - Cannot login to update payment method - Not receiving code to phone #

[BagusJ]

Hi all,

First off, my mom's phone number seems to be inactive. She received a message a few days ago asking to update the payment method. However, the credit card is still valid, no change is required.

Now, as I am trying to log into her account, I am constantly being asked for a 6-digit code, which I cannot receive. This is a very frustrating process, and the fact I cannot contact anyone directly really triggers me.

I had to create an account just to post this here... Need help so I can login to my mom's account and verify/update the payment method...

[BagusJ]

Thank you very much to all who have posted. I will be trying these solutions shortly.

[dust2dust]

The message may be in error. Is the card soon to expire though? You can call 1-855-4pu-blic and enter her number to check on the current status. It will give you one of 3 recordings. Balance and due date, suspended, invalid. Let us know.

[softech · Accepted solution]

@BagusJ 

PM just changed to a new EverSafe login system and you need to complete the setup on this new system. 

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

[Handy1]

@BagusJ  Hit resend few times you should get option to send to email instead . You can also buy payment t vouchers and load it 611 get services running again and worry about log in later . As for new community name to you need support to get old community ID  back 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click    

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