topic Re: Activation Issue - Authentication code sent to number that isn't accessible? in Get Support

Activation Issue - Authentication code sent to number that isn't accessible?

DesireeShea — Sat, 06 Apr 2024 23:56:23 GMT

Hello

I have just signed up through the website for a phone plan. I paid for it through the website and selected the e-sim option. It then prompted me to download the app to complete the plan (and e-sim) activation. The app sends an authentication code to my email... which I input, and then it says to input another code that is sent to a random phone number. I'm assuming I may have been been assigned a number... but obviously I can't access it. What a ridiculous oversight that prohibits new customers from signing up. Does any one have any solutions?

Thanks

Re: Activation Issue - Authentication code sent to number that isn't accessible?

Handy1 — Sun, 07 Apr 2024 00:05:28 GMT

@DesireeShea Contact support and cross your fingers that they can even help . Best of luck

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Activation Issue - Authentication code sent to number that isn't accessible?

softech — Sun, 07 Apr 2024 00:14:17 GMT

@DesireeShea

Try these workarounds, it could bypass the SMS and open up the Send email option so you can get the code via email

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, 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