One time password

[TobyASmith]

I have multiple accounts with Public Moblie.

One of my kid's phones was recently lost. When I try to log in to the account, it sends a One-Time-Password (OTP) code to the phone's text message. However, the pone is not available.

When I click "Resend code" I only get the following options:
- Send text
- Send voice message

On other accounts, I also get an option to send the OTP to the account Email.

I cannot generate a ticket to Public Mobile because I cannot log into the account. I cannot disable the credit card payments because I cannot log into the account.

I have tried creating a ticket with one of my other accounts, but I keep getting an error.

Any suggestions would be appreciated. 

I am so frustrated!

[TobyASmith]

Great information, thank you.

[softech]

@TobyASmith happy that it helps

Now, you have to buy a new PM sim and request Change sim card?

make sure you buy the sim from Telus/Koodo/Mobile Klinik stores or via Amazon.  Buying from PM would take forever

and when you make the change to the sim card, use a Computer to login My Account and request change sim from Profile page there.  The Change sim process wont' work if you use mobile device to access

[TobyASmith]

Hi, Softech,

I tried the password reset again. It did work this time. Yay.

Thank you for your assistance, I really appreciate it.

[TobyASmith]

Thank you, Softech,

The password reset is not working. When I request a password reset, it just sends me a 6-digit code, not a password reset link. I tried using the code to log in, but it did not work.
The 4-times incorrect codes also did not work.
Thank you for the direct message link. I sent them a ticket.

[softech · Accepted solution]

@TobyASmith 

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 and have them to help in this situation:

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