topic Re: Can't get my OTP in Get Support

Can't get my OTP

Layandean — Mon, 18 Sep 2023 22:11:57 GMT

It is sending the code to a wrong number. I don't have my account set up yet. I was never able to log in thanks to the wrong nubmer for OTP... Please help!! 😭😭

Re: Can't get my OTP

Handy1 — Mon, 18 Sep 2023 22:14:11 GMT

@Layandean Are you trying in the app ? If still no luck use this direct link to support

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Can't get my OTP

Chalupa_Batman — Mon, 18 Sep 2023 22:17:04 GMT

Hi @Layandean

Try sending it to your email instead that way you can get in to do what you need to do. This is how.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

You should now be able to get into your account.

If your code was going to the wrong number (an older phone number), do the following.

On your left hand side click on Profile.

Then you’ll see this on the screen.

Then click on Manage EverSafe ID.

The next page will allow you to change the phone number the 6 digit code goes to or even change your email address.

Re: Can't get my OTP

hTideGnow — Mon, 18 Sep 2023 22:19:44 GMT

HI@Layandean

are you still going through activation? Use the app. At the security code stage, click "Didn't receive the code?" and select send email

Re: Can't get my OTP

maximum_gato — Mon, 18 Sep 2023 22:25:59 GMT

@Layandean

If you have completed activation and you have active service on your pm Sim card then...

Best to reach out to customer support first.....

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

To speed up support wait times please leave a detailed message and include the following info in your private message only communication with the "CS_Agent":

Full name and address and/or province and postal code on your account.
Email and phone # (your old one if you tried to port).

You will be asked additional verification questions likely your activation date, plan and payment card details. Please have these available to you along with your activation summary and/or welcome email from public mobile as these will contain your account #.

Good luck and welcome to Public Mobile!

Edit:

@Chalupa_Batman

Your method will only work if the customer has already successfully logged into their account after activation. Otherwise they will be unable to get past the secondary verification code text sent to the phone #.