Locked out

[Chantellemax]

My husband is.locked.put of his account. I was originally set up in his father's name, his.father has since left public, but my husband's account is still active. He needs to get in and change the credit card information, but he cannot access his profile. All he can do is call to add pay vouchers, he can't get in. What can he do?

[Santhi23]

Hello I was able to acess my account and unlock it by signing in on this community page and clicking shop on the public mobile menu at the top right.

[maximum_gato]

@Chantellemax 

Try searching the possible emails for public mobile. There has been recent promotional emails sent out that can identify the email used and the user.

[Chantellemax]

I sent a message to cs, thank you

[hTideGnow · Accepted solution]

HI @Chantellemax 

yes, I think your husband need support to find out the proper email address.  Please submit ticket

[Chantellemax]

His father signed up 2 phones, I assume under his father's email (he is unsure) since this his father's phone was canceled.

My husband's phone is still active, but he can't access his account on the app and can't get in to his profile to save a new cc.

[softech]

@Chantellemax 

The message above indicates that the new EverSafe is not linking the email address used and the proper My Account.  You are using the same email addressed used to login My Account before?   If not, make sure you try login with the correct one

If you are already using the proper login you used before , then only support can help to link the My Account back for you

[Chantellemax]

It logs Jim in says

Good Morning Dimitrios (his father's name)

Says

Let's complete your activation

Gives 2 options 

Resume Activation (this brings me to a page that says "we encountered an error processing your request)

Or

Go to login page (this sends him to a login where the whole process circles and starts over)

[hTideGnow]

HI @Chantellemax 

only way to update the credit card is to get back into My Account

If you still cannot login, please submit a ticket with CS agent here and they can help to reset the password, might even able to help to update the card:

   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@Chantellemax 

So, he tried to use the email address and unable to get in because of the 2FA security code?

You can certainly add voucher first, then account would resume and he get get the code to login and update the information

Or Wait a full hour first,  then try login and 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 it does not give you the email option,  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