Locked out of account

[captzissou]

Hello! 

I have lost my phone, and need to get a new sim card so I can continue using my number with a new phone. In order to request a new sim card, I need access to my Public Mobile account. In order to access my Public Mobile account, I need to login with two-factor authentification. Obviously this is now impossible, since my phone is lost! 

I have thus created a second Public Mobile account in order to access the Community forum and write this post. I would very much appreciate any advice on how to break this very unvirtuous circle of not being able to find my phone, and thus needing to login to my account, and thus needing my phone. 

I can only imagine this has happened to someone before, and have absolutely no idea why overcoming this simple problem has proven to be next to impossible. Please help. Godspeed,

Zissou

[softech]

@captzissou 

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