topic Re: Cannot complete activation - verification code goes to a wrong number in Get Support

Cannot complete activation - verification code goes to a wrong number

Andrei715 — Tue, 27 Jun 2023 22:59:23 GMT

Both in the app and in the online portal, it says,

You’re logging in from an unknown device

To confirm it's you, enter the 6-digit code sent to *******088

The problem is, none of my phone numbers end with 088.

I receive no code, and I cannot complete the activation.

After I paid money.

???

Re: Cannot complete activation - verification code goes to a wrong number

Handy1 — Tue, 27 Jun 2023 23:00:56 GMT

@Andrei715 Hit resend a few times or put in wrong code . Do you not get option for email instead?
if you need help of support don’t hesitate to reach out

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

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

Re: Cannot complete activation - verification code goes to a wrong number

LitlLdy — Tue, 27 Jun 2023 23:06:21 GMT

@Andrei715 , please send a private message to a CS_Agent to get the correct information (phone # & so on) applied to your account for you & to get your activation finalized!

You can send a private message to a CS_Agent: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

Edit: Sorry @Handy1 , I was all alone here when I was typing! 😆

Re: Cannot complete activation - verification code goes to a wrong number

Andrei715 — Wed, 28 Jun 2023 03:23:05 GMT

Yes, I tried resending a few times with a wrong code. email option did not show up, it keeps sending to the same ****088 number.

Yes, I tried to send a private message to CS_Agents. So far they keep telling me that I'm the only one who can change the phone number and the authentication method. Guess where? In the portal or in the app. But I cannot access portal nor app because it redirects to EverSafe, which sends a verification code to the phantom number ***088.

Re: Cannot complete activation - verification code goes to a wrong number

Andrei715 — Wed, 28 Jun 2023 03:26:30 GMT

I marked it as a solution because I managed to send a private message to a CS_Agent. Alas, so far no resolution. They keep telling me that I'm the only one who can change the phone number and the authentication method. Guess where? In the portal or in the app. But I cannot access portal nor app because it redirects to EverSafe, which sends a verification code to the phantom number ***088. And this is not my 'old' number, my numbers never ended with 088. I created the account today, it looks like a glitch in the EverSafe system.

Re: Cannot complete activation - verification code goes to a wrong number

LitlLdy — Wed, 28 Jun 2023 19:19:43 GMT

@Andrei715 wrote:
I marked it as a solution because I managed to send a private message to a CS_Agent. Alas, so far no resolution. They keep telling me that I'm the only one who can change the phone number and the authentication method. Guess where? In the portal or in the app. But I cannot access portal nor app because it redirects to EverSafe, which sends a verification code to the phantom number ***088. And this is not my 'old' number, my numbers never ended with 088. I created the account today, it looks like a glitch in the EverSafe system.

@Andrei715 , please send agent a message again & hopefully you will get a different one. Explain it again in full. I wish I could fix this for you. This is frustrating that agent wouldn’t help you!

Re: Cannot complete activation - verification code goes to a wrong number

softech — Wed, 28 Jun 2023 12:32:13 GMT

@Andrei715 you are activating a new line? your sim is not connecting to PM service at all? you cannot make outgoing calls? If so, this is a sim card provisioning issue. Support can help. if not one reply you this morning, message them agian

Once they reprovisioned your sim card and fixes the EverSafe 2FA phone number there, you will be able to receive calls and code as well

Re: Cannot complete activation - verification code goes to a wrong number

LitlLdy — Wed, 28 Jun 2023 19:20:40 GMT

@softech wrote:
@Andrei715 you are activating a new line? your sim is not connecting to PM service at all? you cannot make outgoing calls? If so, this is a sim card provisioning issue. Support can help. if not one reply you this morning, message them agian
Once they reprovisioned your sim card and fixes the EverSafe 2FA phone number there, you will be able to receive calls and code as well

@softech , I’m hoping that Op gets a different agent this time that doesn’t refuse to help!

Re: Cannot complete activation - verification code goes to a wrong number

Andrei715 — Wed, 28 Jun 2023 14:28:29 GMT

Yes, it's a brand new line and account. I can make and receive calls, so the SIM provisioning worked Ok. My only problem is, I cannot access My Account, therefore I cannot change anything if needed.

Re: Cannot complete activation - verification code goes to a wrong number

softech — Wed, 28 Jun 2023 14:29:38 GMT

@Andrei715 wrote:
My only problem is, I cannot access My Account, therefore I cannot change anything if needed.

@Andrei715 is that a problem with the 2FA code not sending to your phone? or you got the code , entered, login but you got error? What exact error was it?

Re: Cannot complete activation - verification code goes to a wrong number

LitlLdy — Wed, 28 Jun 2023 17:28:25 GMT

@Andrei715 wrote:
Yes, it's a brand new line and account. I can make and receive calls, so the SIM provisioning worked Ok. My only problem is, I cannot access My Account, therefore I cannot change anything if needed.

@Andrei715 , part of my message that you replied to had @softech message in it. I know it’s a new account. If you can’t sign into your account due to the 2FA is still going to a number that isn’t yours please send another message to CS_Agent & ask for a Senior CSA! This has gone on to long at your expense! Please tell them again that it is not your number that the 2FA is going to so you can not sign into your account! That the EverSafe 2FA needs to have your correct phone number so that you will be able to receive the 2FA code to sign into your account!

Re: Cannot complete activation - verification code goes to a wrong number

Andrei715 — Thu, 29 Jun 2023 00:31:11 GMT

I managed to set my phone number 1204*****14 in EverSafe (the phone # was blank before, so I was getting 2FA in email)

Now, if I try to access My Account, it goes through 2 challenges:

a) 6-digit code to my new number 1204*****14, and I can successfully get the code and enter it
b) Then I'm getting the second challenge:

Screen 1:

Screen 2:

You notice, the second code still goes to a wacky number ending with **088. I have no idea where in the system this number is, and how to change it. So I'm still stuck.

Re: Cannot complete activation - verification code goes to a wrong number

LitlLdy — Thu, 29 Jun 2023 01:52:33 GMT

@Andrei715 , if you tag the person you’re responding to that one will be notified that you responded 🙂 Otherwise won’t know to check here!

It sounds like somehow you entered a phone # in eversafe but not in your account! Where did the phone # come from that you entered into eversafe? Or did I misunderstand?

Were you able to get a hold of a Senior CS_Agent to help?

Re: Cannot complete activation - verification code goes to a wrong number

Andrei715 — Thu, 29 Jun 2023 03:34:04 GMT

Found that the wrong number came from the last year account - I used a SIM for a few months and it had this **088 number assigned. I didn't remember the number because I used the service for data only. I canceled the credit card on the account in Nov 2022 (I was told it was the only way to 'cancel' the service). Looks like that **088 phone number is still in EverSafe, and it is related to my email. This relationship should had been purged and the number released in Feb 2023.

CS_Agent is looking into it

Re: Cannot complete activation - verification code goes to a wrong number

softech — Thu, 29 Jun 2023 05:18:55 GMT

@Andrei715 thanks for reporting back. We saw some similar report about the system sending code to a different number, now we know why. 🙂

PM just updated the login to EverSafe a month ago. Part of the update is to migrate all accounts from old system to here. I guess they migrated those old accounts's logins and phone numbers as well.