Unable to log into account

[Bandolin1]

My phone service was stopped due to my credit card being suspended and a payment was missed. I'm now trying to log into my account to pay, but it is asking for a code sent to my phone that cannot receive text messages because the service is stopped. How do I access my account?

[Bandolin1]

Thanks. Should've thought of that.

[Handy1]

@Bandolin1  Reboot the phone 

[Bandolin1]

Using incognito I was able to log into the account by selecting resend code and it gave me the option for email instead of SMS text. I made the payment and it was accepted. My account now states I have phone service. However, its been 15 min. now and the phone still says it is not registered on a network.

[Bandolin1]

I have a solution. Thank you for your reply.

[Bandolin1]

OMG! That worked. Thanks.

[esjliv]

@Bandolin1 when you dial # 1-855-478-2542 or # 1-855-4PUBLIC from another device can Public Mobile find your account? If so, that is good, you just have to get this login issue worked out. What if you try the Forgot your Password or Email, does that help get the right steps?

If Public Mobile cannot find your account, then your account was disabled, maybe due the credit card issue. In this case, submit a ticket with Customer Support by links provided and explain your issue.

[softech · Accepted solution]

@Bandolin1   Try Solution 1 once more but using Incognito mode and see if it helps

if not, open ticket with PM support and have them to link your login with My Account , you might want to check if they can manually process a payment as well

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

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

[Bandolin1]

I tried solution 1 (solution 2 did not work) and when I try to log into the account with a new password, then click on resend code, the website bugs out and sends me back to the log in page.

[hTideGnow]

Hi @Bandolin1 

PM has a new login system now.  Have you ever login since the new My Account with the new login?

if  this is the first time you login , I think you cannot complete the new login enrollment, you will need to submit a ticket to CS agent for help:

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

[Bandolin1]

@Handy1 your solutions require a working phone registered on a network. My phone no longer has service and *611 does not work.

[softech]

@Bandolin1 

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

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If  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 and have them to help in this situation:

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 the ticket is opened.  CS Agent will reply to you there

[Handy1]

@Bandolin1  

Auto pay can fail

To make payment and reactivate plan .if you know 4 digit PIN number to account  *611 . Or with  a voucher and *611  no PIN is needed . You can also do this by by calling 18554PUBLIC . To get services working and worry about log in afterwards and update credit card if necessary .