topic Re: Can't receive text to log in to an app in Get Support

Can't receive text to log in to an app

STQ — Sat, 09 Dec 2023 03:55:12 GMT

I got a strange problem with not being able to receive a verification code text in order to log in to an app. Specifically the newly updated Esso Mobil app.

What makes this strange is that 1, I'm still able to receive texts from other sources, including verification code texts from all other apps and sites that I normally use. And 2, I tried entering my mom's phone number into the Esso Mobil app and a text was successfully sent to her phone.

So the weird thing is, I'm able to receive texts like normal from all sources except that one app, but the app doesn't seem to be the problem because it was able to successfully send a text to a different phone.

Anyone have any ideas as to why it's happening and how to fix it?

Re: Can't receive text to log in to an app

softech — Sat, 09 Dec 2023 03:57:32 GMT

@STQ

First, did you just joined PM with porting in number? and how long you jonied? do you receive any incoming calls and regular SMS (P2P) from friends? If so, it is good, at least the porting was completed successfully

For 2FA text or other system generated text (A2P), it is normal for them to start coming later. Systems take longer to find out you changed provider and to route the text correctly to the new provider (Public Mobile). Also, financial institutions (banks) or government agencies (e.g, CRA) put this delay on purpose too to avoid SIM Fraud

Usually they will start coming around the 3rd day after porting but it could take as many as 7 days for all the 2FA/A2P text to come.

Re: Can't receive text to log in to an app

Sansan — Sat, 09 Dec 2023 03:58:23 GMT

Strange indeed. Did you try to Uninstall the esso app and re install. If same I would contact Esso directly.

Re: Can't receive text to log in to an app

STQ — Sat, 09 Dec 2023 04:30:37 GMT

@Sansan, yes, I reinstalled the app and also restarted my phone, but no luck. I've emailed Esso, but haven't gotten a response.

@softech, I've been on PM for a long time now, and no problems at all with sending and receiving texts or calls. As mentioned before, I'm still able to receive 2FA texts from all other sources just fine and the Esso app was able to send a text to my mom's phone immediately. So it's strange why it's able to send to my mom's phone but not mine.

Re: Can't receive text to log in to an app

softech — Sat, 09 Dec 2023 04:37:48 GMT

@STQ

are you on Android? Try to clear browser cache first, reboot and test

if still fails, try to install Google Message and set it as the default messaging app and try again

Whether you are on Android or iPhone, try putting your sim in another phone to test, this is to confirm it is not some setting on your phone that blocked it

Re: Can't receive text to log in to an app

STQ — Sat, 09 Dec 2023 14:41:23 GMT

@softech

Yes, I'm on Android. I tried your methods above but it still doesn't work. When I put my sim into my old phone, it's basically the same thing. I'm able to get texts and calls no problem from all sources except the Esso app. I also tried the Esso app again on my mom's and sister's phone and they both work.

Odd that the Esso app seems to work for all other phone numbers except mine, while my phone number seems to work for all apps except Esso.

Re: Can't receive text to log in to an app

softech — Sat, 09 Dec 2023 14:55:49 GMT

@STQ honest, it could be an issue on the Esso app side rather than )M

Please also open ticket with Esso

Re: Can't receive text to log in to an app

valenting — Sat, 09 Dec 2023 16:07:57 GMT

Same problem here. Dis you find solution?

Re: Can't receive text to log in to an app

JC24 — Sat, 09 Dec 2023 19:05:44 GMT

I too have this issue with the new Esso app and I also thought it was Esso's issue initially. But I just tried my sister's number (who is with Fido) and they got the verification code right away.

Re: Can't receive text to log in to an app

STQ — Sat, 09 Dec 2023 22:32:04 GMT

@softechI've emailed Esso already but haven't gotten a reply yet. Seems like it's an issue exclusive to PM members though given that @valenting and @JC24 are having the same problem. Sounds like it's a problem that can't be solved on the user end.

My workaround is to simply enter my mom's number so I can receive the verification code to sign in. Now I'm signed into the app on my phone except the number on the profile is my mom's instead of mine. Whether the source of the problem is on PM or Esso's end, I hope they get it sorted out soon so I can change the number back to my own.

Re: Can't receive text to log in to an app

softech — Sat, 09 Dec 2023 22:33:48 GMT

@STQ is your number originally a landline number and you ported into PM??

Re: Can't receive text to log in to an app

STQ — Sat, 09 Dec 2023 22:59:24 GMT

@softechNope. It's always been a mobile number.

Re: Can't receive text to log in to an app

jlcameron — Sat, 09 Dec 2023 23:33:44 GMT

How did you get past the verify code part to change the phone number? I'm having the same issue. I need to get gas & linking the app to my purchases helps me keep track of my receipts I need at tax time. So frustrated!!

Re: Can't receive text to log in to an app

JC24 — Sun, 10 Dec 2023 00:00:00 GMT

I ended up using my sister's number (not with public mobile) to get through the verification. I have not changed it back to my public mobile number.

Re: Can't receive text to log in to an app

JC24 — Sun, 10 Dec 2023 00:00:55 GMT

My number is a new number from public mobile. I did not port a number from another carrier.

Re: Can't receive text to log in to an app

jlcameron — Sun, 10 Dec 2023 00:08:42 GMT

But I'm not even able to get in to change the number without getting the code - not sure I'm asking this properly - did you create a whole new profile with your family member number?

Re: Can't receive text to log in to an app

jlcameron — Sun, 10 Dec 2023 00:09:38 GMT

If you Google esso mobil app, I found another site full of complaints about gift cards and discount cards too - hoping there's an update with fixes very soon.

Re: Can't receive text to log in to an app

STQ — Sun, 10 Dec 2023 00:22:04 GMT

@jlcameronI'm still signed in with my own account, not a newly created one. Except when it asks to enter the phone number, I use my mom's. Now my account shows my mom's number in my profile. I want to change it back to my number, but just like you, I get the verification code message but never receive a text from them.

Re: Can't receive text to log in to an app

JC24 — Sun, 10 Dec 2023 00:35:09 GMT

Ah yes, sorry about that, I ended up creating a new account with another email address.

Re: Can't receive text to log in to an app

TOMTEC — Sun, 10 Dec 2023 07:49:41 GMT

I am having this same issue with the Esso / Mobil app sending a text message verification code, and nothing arriving on my PM number. I can still receive verification codes from other apps and websites without issue. Very strange, and annoying. Without the code, there is no alternative way to log in.