It looks like your account is not attached to Eversafe ID. Can you try and see if you can attach yourself? That's what happened to me and i was able to do it myself, but sometimes the system will not allow and only agents can do it for you. But you can try first.
Sign out and go to the main page. Below the Sign in link, it says Sign up. It will require your SIM card number etc..
If it doesn't work, you can request help at the link below.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
