@Kylep11
Last, engage PM support for further assistance. Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account. Select Start a Chat to begin:
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
** If you cannot receive 2FA code via SMS and unable to open ticket, please use another email to setup a new Community account and DO NOT link a phone number to it. You can then create an Expert Messaging ticket using that new account.
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Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account. Select Start a Chat to begin (If not receiving 2FA SMS, click Didn't Receive code or Resend code and choose Send Email) :
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
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=================== 2FA email/voicemail
Try to see if you can get the 2FA code via email or voicemail:
On the 2FA screen, click "Didn't Receive code" or "Resend Code" and choose "Send email" or "Send Voice Message" to get 2FA.
(For Voice Message, call yourself using another phone to retrieve VM. Press * to interrupt the VM greeting and enter the VM PIN )
If still unable to get the 2FA code, please use another email to setup a new Community account and DO NOT link a phone number to it. You can then create an Expert Messaging ticket using that new account:
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
=================== Eversafe unable
The error indicates that the Eversafe login system is unable to locate your My Account from your email login. But no worries, it is an easy fix for PM support, you will just need to engage them by submitting ticket. Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account. Select Start a Chat to begin:
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
** If you cannot receive 2FA code via SMS and unable to open ticket, please use another email to setup a new Community account and DO NOT link a phone number to it. You can then create an Expert Messaging ticket using that new account.
=================== Forgot
First, please try use a browser with Incognito mode and use the Forgot email link ( https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true ) , then Forgot password link ( https://eversafe.id.telus.com/user/forgotpassword?locale=en&ForceAuth=true ) on the login page there. They will send you the "hints" to the correct email address associated.
When reset password and reattempt to login, please DO NOT use Auto-complete provided by your browser and type out the email username and password manually.
If that does not help, please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account. Select Start a Chat to begin:
https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
** If you cannot receive 2FA code via SMS and unable to open ticket, please use another email to setup a new Community account and DO NOT link a phone number to it. You can then create an Expert Messaging ticket using that new account.
=================== Escalate
But I have escalated your ticket on your behalf. PM support will reach out and help.**You'll get email/sms alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre
(Since it is a bit late tonight, they might not reply you until tomorrow morning)
