topic Re: New number, but someone else is using it！ in Get Support

New number, but someone else is using it！

soniayang — Mon, 03 Jul 2023 19:40:40 GMT

I opened a new card today and chose a new number, but when I log in to my account, I never receive the 6-digit code. I tried to call this number from another mobile phone, but someone else answered. I can't receive any text messages or calls with this mobile number. Now I also can't log in to my account to cancel the service. What the hell is going on and how can I get in touch with the official customer service?

Re: New number, but someone else is using it！

Handy1 — Mon, 03 Jul 2023 19:41:50 GMT

@soniayang Please message support to fix right away

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: New number, but someone else is using it！

softech — Mon, 03 Jul 2023 19:42:26 GMT

@soniayang

sorry, this is a glitch. PM and telus sometimes will give out numbers already owned by another subscriber.

You will need to pick another number. Please login My Account, go to Profile pag and then click the pencil besides your number and pick a new one

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

Re: New number, but someone else is using it！

soniayang — Mon, 03 Jul 2023 20:05:11 GMT

Thank you very much for your reply.
I cannot access my account to make changes because I did not receive the code.

Re: New number, but someone else is using it！

softech — Mon, 03 Jul 2023 20:06:59 GMT

@soniayang click Rsend Code, it should give you an option to receive email

If not, try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

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.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
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 none of those workarounds helps, please open ticket with support by direct message 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: New number, but someone else is using it！

soniayang — Mon, 03 Jul 2023 20:17:08 GMT

thank you very much!

Re: New number, but someone else is using it！

hTideGnow — Mon, 03 Jul 2023 21:00:13 GMT

HI @soniayang so, the number you picked was someone else number?

this is not the first time PM has this problem. Supposing you just need to go and change number yourself. Since you cannot even login , then just submit a ticket with CS agent and ask them to change number for you:

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