topic Re: Not able to "Confirm your Identity " in Get Support

Not able to "Confirm your Identity "

Alinator — Sun, 10 Mar 2024 18:51:18 GMT

Set up a buddy on Public Mobile.

He is using iPhone with a physical sim card.

Payment went through, and he received welcome to Public Mobile email.

When Sim card arrived, put it in phone. Seems to connect.

Went into app to finish registration, no code is texted to the phone.

"Resend" code requested multiple times, still no code.

We can call and text back and forth each other on Public.

Some folks cannot call or text him.

Should note he transferred his number from Bell.

He did not receive a confirmation text from Bell to transfer number.

I can still text and call his transferred number just fine?

Any help on finishing his registration to get full use of his phone number back would be appreciated.

Thank you!

Re: Not able to "Confirm your Identity "

TheSterlinger — Sun, 10 Mar 2024 18:54:53 GMT

@Alinator hi You will need to re-initiate the porting process. I will send you the phone number via private messages. Check your inbox, click your avatar then click messages.

However, it seems issues with account also. He would need to submit a request to Public Mobile re account setup.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

Re: Not able to "Confirm your Identity "

softech — Sun, 10 Mar 2024 18:54:02 GMT

@Alinator

the 2FA code was still sending to your sim card with the old carrier. Put the old sim back in and would be able to confirm identity

if that deos not work, please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Not able to "Confirm your Identity "

Alinator — Sun, 10 Mar 2024 18:55:58 GMT

Great idea, soon as we are home we will try putting the old sim card back in to hopefully get the code.

Thank you

Re: Not able to "Confirm your Identity "

hTideGnow — Sun, 10 Mar 2024 18:56:02 GMT

HI @Alinator

have support agent to enter the sim number for you.  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Not able to "Confirm your Identity "

Alinator — Sun, 10 Mar 2024 18:56:52 GMT

Thank you for such a quick response.

Re: Not able to "Confirm your Identity "

Alinator — Sun, 10 Mar 2024 22:38:40 GMT

Appears that porting got stalled, and was not completed.

Tried swapping some cards, but did eventually have to have my buddy call Telus.

They were able to sort it out, and all is good now.

Thank you...