topic Re: Stuck on Confirm your Identity loop in Get Support

Stuck on Confirm your Identity loop

huko600rr — Thu, 03 Oct 2024 22:12:25 GMT

Hi, just onboarded to PB a couple of hours ago, when I try to access the app or my account through the browser I'm confronted with "Confirm your identity" and the 6 digit OTP code that's supposed to be sent but it never sends anything. I know my txt is working because i can msg anyone else and receive txts - Otherwise I can txt, call, browse just fine... Any help would be apprecaited it.

Re: Stuck on Confirm your Identity loop

hTideGnow — Thu, 03 Oct 2024 22:14:03 GMT

hi @huko600rr

you need support agent to help. please message them here

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

Re: Stuck on Confirm your Identity loop

huko600rr — Thu, 03 Oct 2024 22:19:05 GMT

Thanks for the link I've emailed them. But in order to check their message don't I need to access my account? I can't do that because of the above issue..

Re: Stuck on Confirm your Identity loop

hTideGnow — Thu, 03 Oct 2024 22:20:49 GMT

hi @huko600rr no, you don't need My Account to check messages. After you sent them message, check their replies here

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

usually they reply within 4 hours

Re: Stuck on Confirm your Identity loop

huko600rr — Thu, 03 Oct 2024 23:39:26 GMT

Thanks for the help Maire - I have to say it's been a pretty horrible first impression with Public Mobile so far, I just got onto the network hoping for the best, my account is locked up as the OTP is never sent to my phone, when I got in touch with the support, the 2nd one stepped in because the first one left for the day. And now I just discovered that I don't have any Data either! I was browing all this time on my wifi (I took the advertised $30 20GB plan), I've been given an IT reference number and told to wait upto 72 hours sigh...

Re: Stuck on Confirm your Identity loop

huko600rr — Thu, 03 Oct 2024 23:53:45 GMT

All of a sudden, everything seems to be working and I finally got a bunch txt msgs! Thanks for your help @hTideGnow

Re: Stuck on Confirm your Identity loop

hTideGnow — Thu, 03 Oct 2024 23:54:34 GMT

hi @huko600rr

always happy to help 🙂