@oblio63 have you setup an EverSafe id yet?
If you have not created an EverSafe id yet, then, you won't be able to create the ID on the new My Account without a working phone with a working PM sim. Sending the code to email would not be a choice until a EverSafe id is setup
However, try these workarounds, it could bypass the sms:
- 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.
- 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 that still does not work, please open ticket with support and have them to help in this situation:
1. Open ticket via Chatbot at:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en
Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Contact agent"
Then click "Contact Us", and click "My Account". Finally click "Click here to submit a ticket ↗ " and you can open the ticket 2. Or if you have trouble with Chatbot, Private message CS agent at
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there
