SIM locked - can't log in because of 2FA

[sofrustratedca]

I'm posting on my account because I cannot log into my other account.

- My daughter has her own public mobile account through a separate e-mail. Her SIM card was locked out and it is requesting a PUK. She tried to log into her account to request it and she cannot because while she has her e-mail and password, 2FA is set up and she does not have access to texts to confirm her identity. 

Things we have tried:

- Updating her phone

-Removing the SIM

- Resetting the password

- Requesting new code (no e-mail option)

We can't even submit a ticket under her account because she has to log in. She can't post to the community because she has to log in. She can't update with a new SIM because she can't log in. 

Help.

[understandtkb]

Hello, I am having the same problem. I can't log into my account because they are sending the code to my phone, which I do not have service on anymore. My number was already ported from the other phone company. They see that I am active, but they do not know haw to get it to work. eSIM doesn't work, so I got a regular SIM. I can't activate it because I cannot access my account. How did you solve your issue?

[sofrustratedca]

No email function pops up on eversafe. It is only voice message or text message.

I cannot request support through the chat bot because in order to do that you need to log in to your account and I cannot log into the account because of 2FA. 

I will try the PM option.

[softech · Accepted solution]

@sofrustratedca

For login issue, 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

 for the PUK, what was the exact error message? Depends on the message, you have to ask the PUK code from different places

If it is a Samsung and if the message is "SIM network PIN blocked. Enter SIM network PUK." , 
      call  Samsung 1-800-726-7864 for a master unlock code.
      The only info you will need to provide is the IMEI and where the phone was purchased|

If the message is “PIN unlock key (PUK)” or "Enter PUK Your SIM  Card, SIM cannot be accessed" or on an iPhone's status bar showing  "Locked SIM"
         open message support there: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
          or use this direct link to open Chatbot ticket:  https://urlshortner.tiia.ai/Oyn1L6
            **Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there.

If the message is "SIM network unlock PIN" or "SIM ME lock code NP" or "SIM not Supported" or  on an iPhone's About->Carrier Lock showing "SIM locked"
          You have to ask the carrier where you got the phone from for the carrier unlock code.
           (Sorry, for this particular issue, PM support would not be able to help)