topic Re: can't receive code in Get Support

can't receive code

yeyuui — Tue, 29 Aug 2023 18:52:59 GMT

I lost my SIM card and I've already bought a replacement but I can't log in to my self serve account to transfer my subscription. It sent a code to my phone number but I don't have a SIM to receive my code and it doesn't have an option to send the code to my email. How can I work around this?

Re: can't receive code

LitlLdy — Tue, 29 Aug 2023 04:53:42 GMT

@yeyuui wrote:
I lost my SIM card and I've already bought a replacement but I can't log in to my self serve account to transfer my subscription. It sent a code to my phone number but I don't have a SIM to receive my code and it doesn't have an option to send the code to my email. How can I work around this?

@yeyuui , if you select “Didn’t get the code?” does it give you other options like it does for me in screenshot below?

Edit: After you’re able to login:

Follow these steps to update the SIM number associated with your account:

Log in to the Public Mobile app (select + symbol on bottom left) or My Account
Go to the ‘Profile’ tab
Select the pencil icon next to your current SIM number
Enter your the 16-digit code of your new SIM
Select ‘Save Changes’

Or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: can't receive code

yeyuui — Tue, 29 Aug 2023 04:56:59 GMT

It doesn't give me the "Didn't get the code?" option, it only has "Resend code", and when I click on it, there's only the option to "send text" or "send voice message".

Re: can't receive code

LitlLdy — Tue, 29 Aug 2023 05:03:55 GMT

@yeyuui wrote:
It doesn't give me the "Didn't get the code?" option, it only has "Resend code", and when I click on it, there's only the option to "send text" or "send voice message".

@yeyuui , below where you are to input code it should say “Didn’t get the code?”

Re: can't receive code

yeyuui — Tue, 29 Aug 2023 05:09:50 GMT

this is what it shows for me

Re: can't receive code

LitlLdy — Tue, 29 Aug 2023 05:14:18 GMT

@yeyuui , sorry! I don’t know why it looks like that! 😞 Are you able to try on the Public Mobile app? If not please try @MetaMorpheusMob suggestion.

Re: can't receive code

yeyuui — Tue, 29 Aug 2023 05:14:52 GMT

Yes but it's the same on the app too 😓

Re: can't receive code

LitlLdy — Tue, 29 Aug 2023 05:21:56 GMT

@yeyuui , will this link change the way it asks you to login?

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Edit: If not please send a private message to ask a CS_Agent to do a SIM Card swap for you.

You can send a private message to a CS_Agent using the link: -> 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 (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: can't receive code

yeyuui — Tue, 29 Aug 2023 05:22:05 GMT

It now shows this screen every time I try to log in so I think I'll just go to a Telus store tomorrow and hopefully they'll be able to help me.

Re: can't receive code

LitlLdy — Tue, 29 Aug 2023 05:26:30 GMT

@yeyuui , a Telus store will not help you with a Public Mobile account. Please send a CS_Agent a private message to do your SIM Card swap for you!