topic Re: 2 factor code in Get Support

2 factor code

Trikkan3 — Sun, 11 Jun 2023 00:19:06 GMT

I just ported over my number to PM. Checked with my old provider to see if everything was completed and it is but since my phone is not active on PM I can't log into my (my son's account) to get the 2 factor code to contact support to get my phone active.

Thoughts?

Re: 2 factor code

Meow — Fri, 09 Jun 2023 16:25:20 GMT

You have to contact agent. Maybe porting is not completed yet or just partially completed.

To Contact CSA-agent there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.
If opening a ticket does not work very first time, contact agent directly.- Send a private message to the CSA - agent by clicking (Ctrl+) Here
Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.
Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: 2 factor code

softech — Fri, 09 Jun 2023 16:24:56 GMT

@Trikkan3 did you get a code from your old provider? did you reply YES to them?

and you said your phone not active on PM? So, it is not connecting at all? If that, it is a sim card provisioning problem, please message PM support for help:

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

Re: 2 factor code

hTideGnow — Fri, 09 Jun 2023 16:24:58 GMT

HI @Trikkan3 for 2FA , click Resend code and then Send email to receive the code via email

for submit ticket with CS agent, please use this link:

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

Re: 2 factor code

BKNS27 — Fri, 09 Jun 2023 16:59:10 GMT

@Trikkan3

Did you use different email address for your account? It can’t be the same as your son’s account.