@Kylep11
Last, engage PM support for further investigation. Please open ticket with PM support:
----------------------------------
Last, engage PM support for further investigation. 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 "Ticket", click "Contact Us" then choose a topic, click "Login", finally click "Click here to submit a ticket ↗"
(if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code"
then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
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
=================== 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.
(When choosing "Send Voice Message", call yourself using another phone to retrieve VM. Press * to interrupt the VM greeting and then enter the VM PIN )
If still unable to get the 2FA code, you will have to engage PM support by direct message. 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
=================== 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 direct message. Please 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
=================== 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 with PM support
**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there
=================== Escalate
