topic Re: Incorrect phone number ported in Get Support

Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 20:38:42 GMT

A few weeks ago I tried to port my sons phone from lucky mobile to Public mobile. It looks like a new phone number was created instead. The eversafe is attempting to text a verification code to the original phone number therefore we have no way of accessing it. Can anything be done?

Re: Incorrect phone number ported

softech — Thu, 29 Jun 2023 20:43:39 GMT

@TRS1 did you ever go a text from Lucky about the porting?

Try to call from your son's PM sim card to another phone , check what is the caller id showing? If it shows the number you want to port, it is GOOD. Just the porting not completed (you can make outgoing calls at this stage and just not incoming)

So, please check first and let us know the result, and will advise accordingly

Re: Incorrect phone number ported

BKNS27 — Thu, 29 Jun 2023 20:44:50 GMT

@TRS1

You can click on Resend Code and it will give you the option to send the 2FA by email, text or call.

Here is more troubleshooting info:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-EverSafe/td-p/984611

Re: Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 20:46:10 GMT

Thank you! It is showing a new number - one I guess PM assigned?

Re: Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 20:48:37 GMT

That’s what is so strange. We did get a text from lucky and it looked like his old phone number worked, but a few days ago it changed to a brand new number

Re: Incorrect phone number ported

softech — Thu, 29 Jun 2023 20:49:26 GMT

@TRS1 wrote:
Thank you! It is showing a new number - one I guess PM assigned?

@TRS1 Now, you will try to login My Account and re-request transfer number

understand the 2FA code trying to send to a different phone number. If you cannot get the code, have it to send to email:

On the screen it is expecting you to enter the code, click Resend code and then choose Send email

Once you can login , go to Profile page, click Transfer number and you can re-request transfer of your number from Lucky. (Make sure your Lucky account is still active. And you will need to put Lucky sim card back to the phone and wait for Lucky to send you a porting authorization text and you need to reply that within 90 mins)

https://myaccount.publicmobile.ca/en/account/profile/transfer-phone-number

Re: Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 20:51:15 GMT

Unfortunately we are locked out of my sons account. I’m not sure how to fix this when we can’t access his account?

Re: Incorrect phone number ported

softech — Thu, 29 Jun 2023 20:53:40 GMT

@TRS1 still no worry, support can help

Please open a ticket with support, ask them to help you to get back into My Account first. You can also ask and see if they can put in the porting request for you

Please message them 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

Re: Incorrect phone number ported

BKNS27 — Thu, 29 Jun 2023 21:05:45 GMT

@TRS1

Normally you get assign a temporary number if it is a prepaid plan from your old carrier.

No worries just contact a CS_Agent to complete the porting of you son’s old number by private messaging on your computer.

Re: Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 22:21:42 GMT

Perfect! Thank you for your assistance

Re: Incorrect phone number ported

TRS1 — Thu, 29 Jun 2023 22:22:20 GMT

Thank you very much for your help!