Updates ALWAYS mean disaster. Can't log-in

[appalbarry]

Short version: I set up a second account, with a second email address for a very ill family member who lost his phone in a house fire.  It was temporary, but he has exhausted all of the data and minutes.  He's in hospital, so very stuck.

I was about to log in and upgrade the account, but the ONLY way to satisfy the 2FA is by having a code sent to his phone.   He's a two hour drive away, with non-functioning phone, so obviously that won't work.

Dear God. Why are tech companies, especially in Canada, populated by idiots?

Oh yes, and half of the new web site doesn't work as well...

[Dunkman]

@appalbarry 

Not sure if you solved your issue. Do you have access to the email of your family member? 

Here is some more information:

https://productioncommunity.publicmobile.ca/t5/Get-Support/How-to-create-a-Telus-Eversafe-ID-if-you-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever...

[PBForMe1]

This happened to me too, my parents are out of the country and now I can't log in to manage their account because I can't verify by EMAIL anymore.

The Issue: they migrated to something called EverSafe ID which allows you to verify by EMAIL only AFTER you've created the account... so if you don't have access to the phone you're locked out.

I've been back and forth with CS and I'm trying to find a resolution that this will absolutely be fixed but I've not been able to confirm this specific issue will be fixed not OTP issues in general. 

Why didn't they automatically migrate users? People have already verified their backup authentication methods and now are being asked to do it again with zero  warning.

What if somebody lost their phone/sim how are they ever supposed to regain access to their account if they haven't migrated to EverSafe yet? It's such a oversight. 

[XionBunny]

There is a feedback thread in the announcements section, post your feedback there.