topic Re: Confirm Your Identity in Get Support

Confirm Your Identity

TS5 — Thu, 04 Jul 2024 19:32:50 GMT

Trying to confirm my identity but I never get a text with the 6 digit code to get full access. I keep resending code but it does not work. I currently can phone people right now but people cannot phone me and I cannot send text messages. Where do I go from here.

Re: Confirm Your Identity

eddieO — Thu, 04 Jul 2024 17:23:28 GMT

@TS5, try the option to Resend code but choose by email. It sounds like your number porting is likely still in progress. Did you receive a text message from your old company asking to port your number? and if so, did you respond Yes within 90 minutes?

Re: Confirm Your Identity

golfball — Thu, 04 Jul 2024 17:25:42 GMT

You need to contact customer support.

You can message support from here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Make sure to keep an eye on your community inbox to see when support responds.

Re: Confirm Your Identity

TS5 — Thu, 04 Jul 2024 18:54:21 GMT

I hit resend code but does not give me option to do email. Did not receive text message from old company

Re: Confirm Your Identity

Ervy — Thu, 04 Jul 2024 18:59:19 GMT

I’m assuming you’re porting a number over to PM. If yes:

1. Before removing the old SIM card, you should have received a text message from your old provider asking you to confirm that you’re porting your number over, and you have to reply yes.

2. Once that’s completed, you need to remove the old SIM card and restart your phone, that way your phone understands to use the PM SIM card (physical or eSIM, whichever you choose).

After restarting your phone, your phone should connect to the PM signal, and you should get a text message from PM telling you that you should restart your phone… clearly there’s a little glitch with their customer journey map that they might or might not be aware of.