Troubleshooting Login Issues: OTP, 2FA, EverSafe

[A_CX_PM]

Hey Community,

We are working very hard to resolve errors some of you are facing when logging in or creating a new ID. For Eversafe ID specific issues, our agents are currently unable to support a fix. Please hang tight until we provide an update. 

In the meantime, please try the following temporary workarounds: 

1. Try clicking "resend" to get options for email, SMS and voicemail (this workaround only works if you have created your Eversafe ID)
2.  If you are copy and pasting your code, delete the last number and type it in - the button should no longer be greyed out
3. Some individuals facing this issue are entering incorrect e-mail and/or password: please retry your credentials or attempt a reset
4. Updated 5.26.23 1:55PM EST:  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.

We will post as soon as we have resolved the issues. 

UPDATE workaround for password reset 6:30 PM EST: if you successfully reset your password and get a confirmation email: you can exit and ignore the OTP page, go back to log in, clicking resend if you need a new OTP. 

UPDATE: 5/25/2023 6:30 PM EST: We're working on consolidating your feedback and are prioritizing a fix. Thank you for your patience over the next short while as we iron out launch kinks as fast as possible.

Learn more about EverSafe ID

[J_PM]

@Korth_ 

Thank you for sharing your experience with our Community. You can access report phone lost inside the web version of your self-serve. Also, one of CSAs can support you with restoring your old Community account. 
I’ll be sure to share your feedback with the team. Thank you.

[LitlLdy]

@Korth_ , when you login to your self serve account do you see an arrow to the lower left of the page? If so click there, then profile, scroll down, Report Lost/Stolen Phone on left. SIM Card Number on right, click the little pencil next to it. 
https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Edit: To add some have stated that using a computer/laptop with a browser in private/incognito mode works better when changing SIM #.

[Korth_]

@A_CX_PM @J_PM 

I had problems a couple weeks ago, the day after Public Mobile's grand upgrade. I couldn't login to my Self-Serve to report my phone lost/stolen. Because the only 2FA options were SMS and voicemail, no email. No phone, no way to login, no way to report it lost/stolen, lol. Thread here.

I don't know what Public Mobile changed. But today I tried again, I was given an email 2FA option back, I logged into Self-Serve successfully.

Apparently something got fixed, thank you. So now I'm able to get into Self-Serve. I'm less stressed now that I have a way to continue using (and paying for) my phone number. I see my plan and rewards are still intact, the current "owner" of my phone (my SIM card) hasn't depleted my account, there' s no recent activity on the account aside from a flurry of useless Self-Serve 2FA texts, lol.

But I'm still unable to report my phone lost/stolen, to change SIM card, etc. I even have a spare phone and spare PM SIM cards I could use. Those options were in Self-Serve before, they aren't in Self-Serve anymore? I sure hope these functions haven't been migrated out of Self-Serve into the App, not only because I have no desire to use an App, but also because (without a phone) I have no way to run an App - report the phone lost/stolen, to activate a different SIM card (to deactivate the old SIM card) for damage control, etc.

And, strangely enough, I can't login to the Community as @Korth ... so I made this (temporary) name. My email has always been the same for Self-Serve and Community, it is still the same, nothing changed on my end. But it seems the link between them is broken and I'm locked out of my stuff. I hope this can be fixed and that it doesn't disrupt my future Community Rewards.

I don't know much about the whole Telus "EverSafe". But I have to say that it was implemented very poorly, it broke things which worked fine before - and it's disappointing that any requirement/responsibility to set it up was never announced or mentioned anywhere by Public Mobile until after people got locked out and the damage was done.

[J_PM]

Hey Community! 

We've noticed a number of you mentioning how often you need to login to the App. The team has completed a fix so you no longer need to keep logging in as frequently!

[cooleh19881]

any news in regards to the fix, cannot logon to my account since the eversafe change

[dust2dust]

@2502- So your services aren't working?

If it's about keeping it alive before being fully deactivated then there are other payment methods instead of logging in.

1. If you know your 4 digit account pin then you can dial 611 and use your pre-registered payment card and make a payment to reactivate the account.

2. Or buy a voucher in lots of stores or online and use 611 to enter it. No account pin needed.

3. Or use the real time payments method in some stores.

[2502]

It has been two weeks and no progress. I will try again in some time again before I lose my number, but not expecting anything at this point. I will then lose my account I guess.

[frostyfire22]

Thanks a lot for your info. I am new here and appreciate your information.

[softech]

HI @catfishwill   what browser are you using?  some broswer like Firefox has an option to "clear cache on exit", maybe you have it enable.  I am using Chrome and Edge and both working find with "Trusted device"

[catfishwill]

wow.. ive been using pcs since windows 3.1,  iv'e clicked trust this device the last 7 times i logged in...IT DOES ASK AGAIN ! so i will just be phoneless if most mobile goes that way...but maybe a smart company won"t

[hTideGnow]

HI   @catfishwill 

EverSafe could be a slightly challenge to setup, but once it is setup, I found it as easy to use as other login system.

as to the 2FA code, it is inconvenient to some, but most mobile coming is going that way and it is unavoidable.  So, going to another carrier won't help.

Remember to click  "Trust device" at the bottom when you enter the 2FA code and it won't ask you again

[catfishwill]

Eversafe is ridiculous, what a waste of money ...i used to be able to do my business with PM in less than 3 minutes, since Eversafe it takes 5 mins for ONE page to load, my family and friends are leaving and so am I, it is frustrating to have to log in twice with two different passwords AND then wait for ANOTHER password to be texted to me to log in....what garbage , and why would i want to download ANOTHER app to my phone...i just want my phone to be a phone.

[LitlLdy]

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@Anonymous wrote:

@LitlLdy I have posted about this situation there too.

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@Anonymous , sorry. I didn’t know! I should have look 1st at that post before giving you the link. 😕 So, you probably already did as J_PM suggested (screenshot below) then on that page! If so you already did everything right, plus you sent private message to CS_Agent doing both of those should get your community account back soon! Several long time members have lost theirs but slowly getting them back! I know it’s certainly frustrating! 

Edit: @Anonymous , you can also tag @J_PM  in that other post as well as bravoing her post so she will know you’re not getting anywhere with CS_Agents help! 

[Anonymous]

Have goten some responce but they did not seem to understand. Further festrating the matter. Will be continuing to message them to attempt to resolve. As the cummunity operating heavely as customer service disappointing these issue have happend.

[Anonymous]

@LitlLdy I have posted about this situation there too.

[softech]

@Anonymous message again today and tomorrow.  Many have got their id back shortly after re-sending the message 

[Anonymous]

@softech I have already reached out to them waiting to hear back. Really disapoint with the community nickname situation.

[LitlLdy]

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@Anonymous wrote:

Will there add attempt to address the new nickname/account set up issues for the community with the new EverSafe accounts we have to create. Should not have to loose prior account information, stats and login options due to login changes PM made.

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@Anonymous , please go to this post New Community Account Created After EverSafe ID concerning that!

[softech]

@Anonymous support can help to link the old one back

please message them

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Anonymous]

Will there add attempt to address the new nickname/account set up issues for the community with the new EverSafe accounts we have to create. Should not have to loose prior account information, stats and login options due to login changes PM made.

[bmwrider]

I am able to do so today, thanks.

[bmwrider]

I was finally able to log in and all seems to be working, just very frustrating and time consuming yesterday

[bmwrider]

Most frustrating, confusing, mixed up, and anoying time ever...plus many more descriptive words that I cannot put here. I rarely sign into my account as I rarely have to. I have been a PM subscriber for years and have always bragged to others about the service, low costs, and reliability of PM so imagine my dismay at haveing to spend a few hours to figure out how to get logged into my account. This is not something I need as I am moving to a rural area that has very sketchy service, at least from PM and I was trying to find out if there is a way to boost a signal, about adding more data until I can get internet connection, etc., etc.  Trying to just get logged into my account, changing password numerous times, only to find out the password wouldn't work the next time....it is all very confusing and frustrating. Not using the Community help service very often, as I never needed to, makes it difficult enough toto find answers, but with all the hoops one has to jump through just to get into their account I am wondering if it is time to look at other providers?   I don't know if I am posting this in the right space or not, I  tried to find other topics that may be more suitable for these comments/questions, but eveytime I tried something, I would be logged out and back to frustration of logging back in.

[hTideGnow]

HI @Reyn  no update

but your login still have problem? please submit another ticket today

        https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

hI @frankysplace , try to submit another ticket today , message them:

        https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

HI @Jscottie 

if you cannot login , please submit a ticket to PM agent, they need a ticket 

message them here:

        https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[frankysplace]

I was able to use my Sugar Mobile number to receive 2 factor. I was an early adopter of their service before the CRTC shut down their ability to access wireless data for their voip and texting app. When that happened the gave existing customers access to the app free for life. So if I lose my phone I can get my two factor over my Sugar Mobile app.

[Jscottie]

I can't login either. It doesn't recognize my email address 😤

[Jscottie]

@CS_Agent 

[Jscottie]

I can't log into my account. This new system doesn't recognize my email address. How do log in to purchase another month's plan?