Unable to log in

[Mona4]

My daughter has a public mobile account and her phone was lost or stolen. She cannot log into her account because the two factor authentication code is sent to the phone that is missing or to an email account that she can’t access anymore. She needs to log in to pause her phone service. Is there a way for her to log in or at least have her account suspended? 

[softech]

@Mona4 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. 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.

If none of those workarounds helps, 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 "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
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

[Mona4]

That won’t work because her email address is no longer valid

[Mona4]

This won’t work because unfortunately her email address is no longer valid. 

[fixin]

@Mona4 - Since you don't have access to the existing email anymore, contact CS_Agent:

⬇️ Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours.  You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

[Meow]

If you did not receive or cannot receive your 2FA code by SMS - Click on: ‘Didn’t get a code’ and you will get more options. Chose email.

[hTideGnow]

hi @Mona4 at the 2FA, click Didn't Receive Code and there should be a Send Email option to slow you to get the code via email

if that option not there, them ask CS agent to help, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437