Lost access to my community account

[jamiepm1]

This EverSafe thing is a huge mess.

My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

[jamiepm1]

@hycm53 

Yes I can access the community but not from my original account. This is a new profile that I was forced to create in order to access the community – as I just explained above.

[hycm53]

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@jamiepm1 wrote:

This EverSafe thing is a huge mess.

My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

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I'm confused that "you have no way to access it (community)" but you can post and respond in community right now. 

[jamiepm1]

@J_PM It's very hard to follow in these threads and two conversations were merged so I don't know exactly what you're referring to.

I have two issues:

1. My community account was not linked to my main PM account, though they both use the same email. I have access to the main PM account but no access to my original community account, the system forced me to make a new profile for the community.
2. I have a second PM account with a real email address that the EverSafe system does not recognize as a real email address. I cannot do anything with that at all because I cannot enter my email address. It won't accept my phone number because I haven't setup an EverSafe account.

I've explained this all in the support chat too.

Oh and a third issue is that my plan is reporting a totally different amount than it should be. I think your support person is investigating but the last response was ambiguous and confusing...

[J_PM]

@jamiepm1 I'm sharing this with the internal teams. Have you tried to proceed with an email OTP? Just need a bit more information. 

[jamiepm1]

My subscription price has been changed too! Wow this has been quite the roll out.

[jamiepm1]

@Handy1 appreciate your input but did you read my comment at all?

I said: "I've contacted support and the response is: 'We can't do anything at our end'"

[computergeek541]

@kb_mv 

After the first time SMS verification, future logging in should show an e-mail option if clicking on Resend Code.

[jamiepm1]

"We can't do anything at our end"
"We can't do anything at our end"
"We can't do anything at our end"
About all issues. They've implemented a system they have no control over and they suggest no solutions.

[Handy1]

@jamiepm1  Try contact support directly 

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[softech]

@jamiepm1 

you opened ticket with support? let's hope that can remap you the old nickname

[jamiepm1]

It's nothing to do with that. My email address is not accepted as an address.

[Handy1]

@jamiepm1  I had to change my password to get access and 2FA for every action I didn. But it now seems to be working as it should  … maybe try again incognito  clear web browser  and try again 

[jamiepm1]

That's still not the problem @hycm53 

[kb_mv]

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@computergeek541 wrote:

@hycm53 

There is an e-mail option for the 2FA code but it doesn't show that in all cases.

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@computergeek541 I had always selected email for 2FA but as of this morning I am not seeing that option anymore.

[jamiepm1]

My other account is 100% inaccessible via the new system because it doesn't like my email address (it uses an unusual domain).

I can't login to the community, I can't reset my password I can't do anything.

I've contacted support and the response is:
"We can't do anything at our end"

Full stop. No suggestions. Nothing.
Embarrassingly bad service for issues that are all of Public Mobile's making. Didn't even receive an apology!

@J_PM  any comments?

[hycm53]

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@jamiepm1 wrote:

This EverSafe thing is a huge mess.

My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

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I use same email address as my self service account too,  but I don't have issue to use community.

Try clear caches, cookies and then use laptop or desktop by using private mode to login?

[computergeek541]

@hycm53 

There is an e-mail option for the 2FA code but it doesn't show that in all cases.

[hycm53]

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@computergeek541 wrote:

I've given this feedback to Public Mobile in my capacity as an Oracle. I'm concerned how a customer will be able to get support if the 2FA code isn't accessible. Logging into Community now requires that code.

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It should have email option to send 2FA code, and have some apps like "Authy" to generate code to login because PM has a app now.

[jamiepm1]

@hycm53 no that's not in any way helpful or really relevant to the conversation. 

[hycm53]

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@jamiepm1 wrote:

This EverSafe thing is a huge mess.

My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

---

There are 2 ways to login community account:

Before do that you may need change password for your self service account.

1. login your self service account, then click community iron on top;

2. login your community account by using same email and password for your self service account.

[jamiepm1]

Looks like it's not just me getting caught up in this mess:
https://productioncommunity.publicmobile.ca/t5/Announcements/A-Different-Mobile-Experience-is-Here/m...
https://productioncommunity.publicmobile.ca/t5/Get-Support/Help/td-p/983979

And this is just the first few hours!

@J_PM I contacted support and they cheerfully told me they cannot help. So what now?

[jamiepm1]

@esjliv

I use 2FA on everything I don't have a single service that uses SMS now. Aside from a few that use their own apps everything uses an authenticator app like 1Password or Google Authenticator. Though SMS might still be an option for those too.

[jamiepm1]

Nope, I tried to use that when I signed up and it said it already existed...

[esjliv]

@jamiepm1 - sending codes via SMS has continued for years as well, including financial institutions. Email is always a nice option to have as well though.

[softech]

@jamiepm1   can you rename this Community account's nickname to jamiepm?

https://productioncommunity.publicmobile.ca/t5/user/myprofilepage/tab/personal-profile

[computergeek541]

I've given this feedback to Public Mobile in my capacity as an Oracle. I'm concerned how a customer will be able to get support if the 2FA code isn't accessible. Logging into Community now requires that code.

[jamiepm1]

Well "jamiepm1" IS linked to my account but my actual original community account "jamiepm" is inaccessible.

[jamiepm1]

Why is there no option for other 2FA methods? Sending codes via SMS has been well understood to be a security risk for years.

Literally the first article on Google:
https://securityboulevard.com/2021/12/why-using-sms-authentication-for-2fa-is-not-secure/

[softech]

@jamiepm1  look like NO.  it is a Single Sign on for My Account and Community, which is a good move to avoid problems and avoid fake accounts

So, your current @jamiepm1  is not linked to your My Account?