How can I pause an account without access to phone?

[YolandaR]

My son is on an international exchange. I can' log into his account to pause it for 90 days because it requires a code sent to his phone. But he can't receive messages on the number attached to his SIM card because he's in Switzerland. Please help!!

[YolandaR]

Resetting the password worked. Thanks!!

[softech · Accepted solution]

@YolandaR 

if you know the 4 digits account PIN, then call 1.855.4PUBLIC , enter 1 for Englsh and then the phone number.  You can then disable Autopay there.

if you do not remember the PIN, . you can s til login to My Account but 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