topic Re: New to Public mobile, cannot get OTP in Get Support

New to Public mobile, cannot get OTP

Andy987 — Mon, 20 Nov 2023 02:51:06 GMT

I'm trying to access the Public mobile app, and it needs to send an OTP. I never got the message, and there's no other option to get this code (no email option). Data and other SMS are working fine. But I need to access my account. Public mobile won't allow me to create a ticket unless I sign in, and when I try to sign in it needs me to verify the OTP. It's a circular problem and it is v frustrating.

Re: New to Public mobile, cannot get OTP

hTideGnow — Mon, 20 Nov 2023 02:54:10 GMT

HI @Andy987

if you want to submit ticket, please message them instead:

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

But you can also try to "unlock" the Send email option. You can try to rest your password using the reset link. once reset, you might be able to receive 2FA via email by clicking "Didn't receive code"

or you can also try to enter the incorrect OTP code 4 times, this could also unlock the option to receive in email

Re: New to Public mobile, cannot get OTP

Chalupa_Batman — Mon, 20 Nov 2023 02:54:49 GMT

If SMS is working, then the 2FA code will come via text. Keep pushing the send again buttom.

Re: New to Public mobile, cannot get OTP

SalGal — Mon, 20 Nov 2023 02:56:16 GMT

I'm having the exact same problem - or rather, my wife is. Just signed up - no issues with service or data, just can't access the account on the mobile app.

Re: New to Public mobile, cannot get OTP

Andy987 — Mon, 20 Nov 2023 02:57:38 GMT

i've tried it about 20 times already, no luck. i had another phone sms me to test my phone. my sms works.

Re: New to Public mobile, cannot get OTP

hTideGnow — Mon, 20 Nov 2023 02:59:04 GMT

@Andy987 wrote:
i've tried it about 20 times already, no luck. i had another phone sms me to test my phone. my sms works.

LoL @Andy987

(and @SalGal ) try my unlock workarounds above

also, submit ticket with CS agent

Re: New to Public mobile, cannot get OTP

Chalupa_Batman — Mon, 20 Nov 2023 03:08:01 GMT

You know, I'm wondering. Have you tried signing in online? If you're not getting the code, I'm wondering if the phone number isn't listed in your profile or it's the wrong number listed.

Re: New to Public mobile, cannot get OTP

Andy987 — Mon, 20 Nov 2023 13:34:51 GMT

Do you know if they hv a phone number so I can talk w a human?

Re: New to Public mobile, cannot get OTP

softech — Mon, 20 Nov 2023 13:37:30 GMT

@Andy987

sorry, no phone number to call. But please open ticket with PM support, they will reply via messaging and usually issue can be resolved within couple hours

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 to Public mobile, cannot get OTP

hTideGnow — Mon, 20 Nov 2023 17:22:21 GMT

HI @Andy987

how many days you have ported your number into PM?

Re: New to Public mobile, cannot get OTP

Andy987 — Mon, 20 Nov 2023 17:23:47 GMT

just 1 day.

Re: New to Public mobile, cannot get OTP

softech — Mon, 20 Nov 2023 17:25:13 GMT

@Andy987

again it is normal that bank 2FAs won't start coming immeidately after porting. You should see it coming on 2nd day but it could be as late as 7 business days for some systems