topic Re: Not receiving 6-digit code in Get Support

Not receiving 6-digit code

PS236 — Tue, 27 Feb 2024 23:41:25 GMT

My friend recently got PublicMobile, but she's not able to login to her account because she does not receive the 6-digit code, even after clicking 'Resend code' multiple times. She is not able to ask for support because she can't even login. Please help.

Re: Not receiving 6-digit code

Chalupa_Batman — Tue, 27 Feb 2024 23:42:56 GMT

Hi @PS236

It happens often. You just need to send it to her email. This is how.

Can’t get the 6 digit 2FA code to your phone?

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screenshot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your keypad.

You should now be able to get into your account.

Created by Chalupa Batman

Re: Not receiving 6-digit code

hTideGnow — Tue, 27 Feb 2024 23:54:15 GMT

HI @PS236

so, after clicking Resend code, is there an option to Send via email?

if the email option is not there, you can ask agent to check what is wrong as the email option should be there. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

And is she getting inbound calls? I just worry the porting was not completed. Try to call her from a non-PM, non-Telus phone to confirm

Re: Not receiving 6-digit code

PS236 — Wed, 28 Feb 2024 00:13:15 GMT

The 'Didn't get the code?' message didn't show up for her. She didn't get an option to send by email.

I was able to call her as well.

The problem is actually resolved for now though. I asked her to put in her old SIM card, and she started receiving all the codes she missed before. She was able to login.

Thanks everyone

Re: Not receiving 6-digit code

hTideGnow — Wed, 28 Feb 2024 00:14:57 GMT

HI @PS236

"old sim card"? Old carrier sim card? if it is still receiving text and working, the port was not done!!!

I think she should call the porting support team to confirm if the port was completed. Will send you the phone number to your community inbox

Re: Not receiving 6-digit code

PS236 — Thu, 14 Mar 2024 01:00:23 GMT

Just to update: unfortunately she went back to her old carrier (they gave her a good deal), so the problem has been resolved by default

Re: Not receiving 6-digit code

hTideGnow — Thu, 14 Mar 2024 01:03:18 GMT

hi @PS236 so, she went back??

it's ok, we are happy as long as she gets a good deal

enjoy