lost/stolen phone

[Eli19]

My mother-in-law's phone was probably stolen. We tried to go into her account to report it stolen, but it sends a code to her phone..... which she doesn't have. How can we sign into the account?

[softech]

@Eli19 

since your tried all the workaround and none works,   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

[Eli19]

I set up her account and did everything on it. We have not switched to EverSafe. I tried different options, but it never gave me an email option. I was told that it is due to now being signed on with EverSafe. I sent a private message. Hope we can get it figured out.

[Eli19]

I tried. It gives me text or voicemail option, not email

[BKNS27]

@Eli19 

Try a few times on the Resend Code button and see if that works.

[Eli19]

We have not set up EverSafe yet. I will try these options.

[softech]

@Eli19 

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 Didn't get the code? or  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

[Eli19]

I set up her original phone. That was before it switched to the new format and I had not done that for her yet. It only gives me the text option, not an email one unfortunately.

[dust2dust]

Had you previously set up the new account login? If so then did you click on the did not get code link? If so then did you try the email option?