can't login to suspended account

[PeteToTheBeat]

Hi, I need to login into a suspended account to update credit card information but login asks for a code sent the suspended number (code is never received since account is suspended).  

[softech · Accepted solution]

@PeteToTheBeat 

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

If you have already got the EverSafe setup, you can click Resend Code and then 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

[pmbc]

@PeteToTheBeat had you previously created the EverSafe account or is this the account creation phase?  If the former, click resend code and you should have an option to select email.

[Handy1]

@PeteToTheBeat  

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 .

If you  still have service and your plan renews today / tomorrow you can ignore this suspended (on hold) notice