topic Re: Authentication Activation in Get Support

Authentication Activation

Broadsy — Tue, 05 Mar 2024 20:32:44 GMT

Posting for a friend:

I recently assisted my friend in signing up for a subscription service. Her account is active and can send and receive messages. However, when she opens the app, it asks her to authenticate her account by sending her a code by text. She never receives the codes and then selects the authenticate by email option, which then sends her back to authenticating by text message. Therefore she’s getting stuck in this loop without being able to authenticate and go into the app.

Re: Authentication Activation

computergeek541 — Tue, 05 Mar 2024 20:34:23 GMT

@Broadsy wrote:
Posting for a friend:
I recently assisted my friend in signing up for a subscription service. Her account is active and can send and receive messages. However, when she opens the app, it asks her to authenticate her account by sending her a code by text. She never receives the codes and then selects the authenticate by email option, which then sends her back to authenticating by text message. Therefore she’s getting stuck in this loop without being able to authenticate and go into the app.

Your firend will need to use the chatbot to open a ticket. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Authentication Activation

softech — Tue, 05 Mar 2024 20:35:34 GMT

@Broadsy usually that is a sign that the porting was not completed. Can you ask her to confirm if she can receive calls from providers other than Telus/Koodo/PM??

Re: Authentication Activation

nomnom — Tue, 05 Mar 2024 20:40:30 GMT

Your friend may not be able to receive any texts at all (not just authentication text), try to confirm this first by texting her. If it's not working, then the porting is uncompleted, try to redo it by setting primary SIM, or to contact support
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Authentication Activation

Broadsy — Tue, 05 Mar 2024 20:48:26 GMT

She cannot accept calls from other carriers.