topic Re: Confirm identity Number is not my #!!!! in Get Support

Confirm identity Number is not my #!!!!

Shoe1111 — Sun, 30 Jul 2023 02:51:09 GMT

I literally changed pw do I could access account details page and literally added my number, and used it for login confirm and then app confirm is stuck with this old # that I used years ago when I used pm for a month. help... Please... Very annoying

Re: Confirm identity Number is not my #!!!!

NDesai — Sun, 30 Jul 2023 02:53:12 GMT

@Shoe1111 What happens when you click Resend Code option? It might give you an option to send a code to your email instead. If not, try clearing your browser caches and cookies to see if it tries to send the code to your new number.

Re: Confirm identity Number is not my #!!!!

softech — Sun, 30 Jul 2023 02:54:10 GMT

@Shoe1111

Try clicking Resend Code and see if Send email is an option there

if you still cannot login, you will have to open ticket with PM support and have them to check the phone number for you

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

If you can log back in that way, you can then go to Profile page, Manage EverSafe ID and change the phone number back to the correct one there

https://myaccount.publicmobile.ca/en/account/my-profile

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Sun, 30 Jul 2023 03:06:24 GMT

On mobile no other options... Hitting resend just is a loop.

I did manage to get to the account page somehow after asking to reset password and logging in... I did actually change my phone number to current number... And yet when I open app... It wants to send code to deleted #

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Sun, 30 Jul 2023 03:07:15 GMT

Did not work 😑

Re: Confirm identity Number is not my #!!!!

softech — Sun, 30 Jul 2023 03:13:29 GMT

@Shoe1111 wrote:
On mobile no other options... Hitting resend just is a loop.
I did manage to get to the account page somehow after asking to reset password and logging in... I did actually change my phone number to current number... And yet when I open app... It wants to send code to deleted #

@Shoe1111 so, you are ok logging on web page? If so, try this for the app

1. uninstall the PM app first

2. go to the default browser on your phone, delete the browser cache

3. reinstall the PM app and you should be able to login and receive the 2FA code on the correct phone number

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Sun, 30 Jul 2023 08:50:07 GMT

OK I tried this now... Result is... Same

logon to app, ok

Get verify identity code sent to correct number, ok

Get taken to the following 2 pages... The second then forces verify identity to incorrect number.

I am starting to think based on other posts that this is a known issue with customers who formerly subscribed, canceled and are returning. Doesn't seem worth returning at this moment ngl.

Re: Confirm identity Number is not my #!!!!

esjliv — Sun, 30 Jul 2023 13:18:15 GMT

@Shoe1111 - It is strange how the system does not prompt you to change this number when an account phone number change takes affect, but it appears it does not.

Are you sure you are changing your 2FA phone number at this location? https://eversafe.id.telus.com/user/selfservemenu?locale=en&client_id=908760f5-1626-4288-9750-d1957f2de9f5&success_url=https://beta.myaccount.publicmobile.ca/en/account/my-profile

Ensure you change the old number to your current one, or another number you'd like the 2FA codes to go to.

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Sun, 30 Jul 2023 13:29:50 GMT

100% sure... See... Last 3 digits are correct here... And in the app identity prompt... Incorrect... So it's impossible for a former customer to rejoin and use self service tools? Weird eh

Re: Confirm identity Number is not my #!!!!

esjliv — Sun, 30 Jul 2023 14:41:31 GMT

@Shoe1111 - did you have an older community ID at one point? And when you tried to access it you were told it was already in use and needed to create a new community ID nickname? Perhaps that previous ID is somehow linked to the old number?

FYI, if this is your case, you can ask CSA for your old community ID to be recovered and linked correctly to your My Account.

Re: Confirm identity Number is not my #!!!!

softech — Sun, 30 Jul 2023 14:46:05 GMT

@Shoe1111 can you try to login with My Account using a browser instead of app. When you use the browser, make sure you use Incognito mode (or Private mode) and see if it shows the correct phone number

if it works with browser with Incognito mode, the. do thod to the app

First , uninstall the PM app
On your phone's default browser, clear the browser cache
Reboot the phone once
reinstall PM app
You should be able to login with PM app now

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Mon, 31 Jul 2023 04:32:31 GMT

Does community Id have anything to do with my specific problem?

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Mon, 31 Jul 2023 04:43:11 GMT

I just did this... Exact same result.... First prompt after app login with password asked for identity verification to my #... Second prompt also screencapped in this thread says it noticed an active profile and needs to verify my identity... And this goes to a number I had years ago on a different phone. I'm stuck in a loop. Wtf right??? Can anyone from pm help?

Re: Confirm identity Number is not my #!!!!

softech — Mon, 31 Jul 2023 06:24:57 GMT

@Shoe1111

but you said the 2FA is sending to the correct phone number if you login via a brower?

Re: Confirm identity Number is not my #!!!!

Shoe1111 — Tue, 08 Aug 2023 20:04:24 GMT

I've been told not long ago by CS that it's a know issue and they took my example. I cannot access self serve online or in app until they fix the KNOWN ISSUE. So I literally need to DM CS if I want to know something or change something. Kinda annoying.

[contacting CSAs was suggested but it's the permanent fix 😩 ..... Luddite]