topic Re: temporary phone number not changes in Get Support

temporary phone number not changes

luv2cook — Mon, 16 Oct 2023 22:25:08 GMT

My phone has been ported to my old phone number but the phone thinks its number is the temporary number. I cant access my accounts as codes are sent to my old number which I cant access. What do I do?

Re: temporary phone number not changes

Meow — Mon, 16 Oct 2023 22:27:22 GMT

Choose different mode of delivery to receive in email.

Click on: ‘Didn’t get a code’ and you will get more options.

Re: temporary phone number not changes

JRod — Mon, 16 Oct 2023 22:32:04 GMT

@luv2cook

Hello!

Do all texts to the number you ported fail to deliver or is it only the two factor code texts? If you are trying to login to your PM account you can have the code sent via email.

Two-factor code texts can take a few days to properly deliver after a number is ported from one carrier to another. Two factor codes from Banks can take even longer as they will add a delay in order to prevent SIM fraud.

Re: temporary phone number not changes

luv2cook — Mon, 16 Oct 2023 22:49:01 GMT

"confirm your identity" doesn't give me an option. It only goes to the number I am wanting to be set up and not the temporary one that is in my phone

Re: temporary phone number not changes

luv2cook — Mon, 16 Oct 2023 22:51:37 GMT

Resend is the only option. Going in circles. I think the SIM card is not working properly

Re: temporary phone number not changes

JRod — Mon, 16 Oct 2023 22:57:25 GMT

@luv2cook

I am sorry to hear you are still having issues. The other day when I sent you the number to the porting department you told me that you were informed that the port was going to take a few business days.

It’s sounding like that process is still ongoing and is most likely the source of your issues. Give it some more time and follow up if nothing changes after the 3 business day timeline you were told.

Re: temporary phone number not changes

luv2cook — Mon, 16 Oct 2023 22:58:12 GMT

Just to be clear - the phone number for my account has been ported and is set up with my account. But the SIM card is telling my phone that its phone number is a different one and one that doesn't work. Probably because it is not associated with my account or inactive.

Re: temporary phone number not changes

JRod — Mon, 16 Oct 2023 23:05:49 GMT

@luv2cook

Have you tried resetting your network settings and then rebooting your device?

What kind of phone do you have?

Re: temporary phone number not changes

luv2cook — Mon, 16 Oct 2023 23:27:30 GMT

Done. Galaxy A11

Re: temporary phone number not changes

luv2cook — Tue, 17 Oct 2023 00:21:33 GMT

"didn't get the code?" doesn't show up. I only see "resend code" which is not at all useful as it doesn't go to my phone

Re: temporary phone number not changes

softech — Tue, 17 Oct 2023 00:25:24 GMT

@luv2cook

your phone service working?

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: temporary phone number not changes

luv2cook — Tue, 17 Oct 2023 01:36:10 GMT

The code is sent to my email but then it sends another to number ported which I cant see

Re: temporary phone number not changes

luv2cook — Tue, 17 Oct 2023 01:36:57 GMT

I was told everything would be done by 4:45pm today

Re: temporary phone number not changes

JRod — Tue, 17 Oct 2023 01:55:07 GMT

@luv2cook

Might be worth following up and do know that you will need to restart your phone once the port is confirmed to be completed

Re: temporary phone number not changes

softech — Tue, 17 Oct 2023 02:22:06 GMT

@luv2cook wrote:
The code is sent to my email but then it sends another to number ported which I cant see

@luv2cook

so, the code sent to your email and you can login My Account?

if that is the case, you can then go to Profile Page, click Manage EverSafe ID and change the phone number back to the one you can receive

or you can choose to leave the number black for now, so, it is default to send to your email

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