topic Re: Not receiving all text messages in Get Support

Not receiving all text messages

jasond240 — Thu, 07 Mar 2024 02:42:40 GMT

My mom has been with PM for a few years and has not been receiving text messages since last week and because she's not tech savvy and older, I'm trying to help remotely.

Text messages from some numbers are not received including the security code to log into her account to submit a support ticket. I tried to log in for her but there's no option to send the security code via email instead of text. None of the security code SMS messages went through.

- Her phone is a Samsung A52
- cell repair store removed/reinserted SIM and rebooted phone, didn't correct the issue

Any suggestions how how we can fix this? Can she add me onto her account as a verified assistant?

Thanks

Re: Not receiving all text messages

softech — Thu, 07 Mar 2024 02:45:01 GMT

@jasond240

start with clearing the app cache with the Message app.

Next thing to try, use Google Message. Download Google Message from app store and set it as the default messaging app. If she is already using Google Message, consider using the option Delete Data or uninstall and reinstall (but she will loss all her all message)

Re: Not receiving all text messages

jasond240 — Thu, 07 Mar 2024 02:47:35 GMT

She's already using Google messages as far as I know. Will find instructions for how she can clear the app cache as you suggest and delete data if that doesn't work.

Thanks for the quick response 🙂

Re: Not receiving all text messages

jasond240 — Thu, 07 Mar 2024 17:34:35 GMT

Unfortunately clearing the cache and data didn't work. The store she went to suggested buying a new PM SIM card, which she did. I'm not sure if this is the route to take but since she can't log in, how can she set up a new sim. How can the login security pin be routed to her email instead of text? There was no option to email.

I submitted a support ticket and they are asking for the old sim number. I've asked her to try to get the sim number and will report back.