lost phone

[gbpennell]

I am unable to login as I have no way to verify account as phone is not only lost but suspected run over by a bulldozer pushing dirt.  I need an actual human to transfer my number to a new phone.  I am currently logged in using my wifes account to access this site.  

Agent please contact me

[gbpennell]

Thanks, I was able to send a message to agent and await their reply.

[Handy1]

@gbpennell Please submit ticket with support 

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[gbpennell]

did you miss the part about a bulldozer destroying the phone, all attempts at login require 2 step verification with the phone

[hairbag1 · Accepted solution]

@gbpennell 

send a message to CSA's for their help. You're gonna need a new phone and a new sim to get you going again.

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

[softech]

@gbpennell 

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

Have you login to My Account since EverSafe was introduced?

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 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