I can't log in my account because there is no way the security code

[Jojo22]

My phone is suspended now and I want to unsupend it again. But there is no way to get the security code neither undo the two step authentication because I cant log in!. I can get an email for authentication but there is no option. Is there any way to get the security code by email? Please help me..

[esjliv]

@Jojo22  If you never set up your EverSafe info, and if the account is currently in suspended status you can also look into other methods for payment of your plan/account,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

Then once Active, things should be easier to set up.

[softech · Accepted solution]

@Jojo22 

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

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 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