topic Cannot activate new phone number in Get Support

Cannot activate new phone number

imskm — Wed, 03 Apr 2024 00:57:02 GMT

My sister is a new user. She inserted a new SIM card into her new phone and the Public Mobile app is asking her to 'confirm identity' by entering the 6 digit code. The problem is, the new phone number hasn't been activated yet so it's not able to accept any text messages so no codes are being sent to her. She is not able to access her account. What now?

Re: Cannot activate new phone number

Sansan — Wed, 03 Apr 2024 01:03:46 GMT

Did she port from another carrier and the code is being sent to the old SIM card?

If no, there should be an option to choose the send code option to email. Might have to do it a few times to get the email option.

If no success on the app there is a chatbot, can use it to submit a ticket.

Also, might have to sign out of the app and back and see if that might also help.

Re: Cannot activate new phone number

Abby81 — Wed, 29 May 2024 22:02:50 GMT

I have the same problem. New number, not ported. All the logouts and logins in the world aren't changing the options... simply sends the code to the not-yet-activated new number each time. Great authentication design, just brilliant... already regretting choosing Public.