Unable to log into Public Mobile Account

[ftaoo]

I signed up for a phone number on Public Mobile 5 years ago for a lift station in our development. It is used in case of any emergencies such as a shut off or loss of connection at the lift station.

The last time the account was logged onto was March 2023 and I am not able to receive the One Time Password (OTP) to verify my identity because it only gives me the option to verify via text/voice call.

I work remotely in a different province. I can totally verify via email, but it's not letting me choose that option despite it being an option as per the "live chat"

[softech · Accepted solution]

@ftaoo 

For your login issue,  please private message agent instead:

                 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

But before you submit ticket, maybe you can try to get back in My Account yourself?

PM just changed to a new EverSafe login system and you need to complete the setup on this new system. 

Since you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

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 support by direct message here:

                 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