stolen phone got into my old account - can't access "my account"

[MMcKay2]

I posted earlier about my stolen phone; I got into my old account. But now I can't access the my account portal to report the phone stolen. It keeps sending me to the page trying to sell me the new plans. I have one of the old plans from when public mobile started.

[MMcKay2]

I didn't have to incognito browser worked. thanks.

[MMcKay2]

incognito browser worked

[MMcKay2]

That is the least convenient situation ever. If the incognito solution doesn't work I'll do what I have to but this carrier is on a very thin edge with me being a customer.

[BKNS27]

@MMcKay2 

Did you create a new Eversafe ID before login to your account?

Click on Sign Up first then login:

https://eversafe.id.telus.com/user/loa2?goto=https%3A%2F%2Fauth.telus.com%3A443%2Fam%2Foauth2%2Fauth... 

[softech]

@MMcKay2   Are you login here using the same email you used before of your My Account?

Look like your EverSafe ID is not tie with your phone yet.  Best is to open ticket with support and have them to figure it out

                 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

[pmbc · Accepted solution]

Are you accessing from a desktop/laptop browser?  Try to access in incognito/in private browsing mode.