topic Re: Stuck on Confirm Your Identity Loop - Code Never Comes Through in Get Support

Stuck on Confirm Your Identity Loop - Code Never Comes Through

CoyoteActual — Fri, 04 Apr 2025 17:02:05 GMT

Just moved over from Telus

Ported my number, completed every part of the activation process, and am now stuck on the Confirm Your Identity step.

Have my old SIM in an old phone just in case - can't send or receive texts on that one. New SIM in my new phone, nothing coming through there either, can't receive texts on there either.

Going to need my phone to work by end of day. Not a great experience so far.

I use this phone for work.

Re: Stuck on Confirm Your Identity Loop - Code Never Comes Through

NDesai — Fri, 04 Apr 2025 17:12:36 GMT

@CoyoteActual Are you not seeing an option to send the code to your email instead of your phone number? If you click didn't receive button, see if you get an option to verify via email.

As for not receiving texts, have you rebooted your phone? Try turning on/off airplane mode or try turning off iMessage if you're on iPhone.

Re: Stuck on Confirm Your Identity Loop - Code Never Comes Through

hTideGnow — Fri, 04 Apr 2025 17:14:56 GMT

hi @CoyoteActual

it sounds like the number was ported.

did you remove the old sim card? put in PM sim only, then reboot phone and Reset Network settings and try again

if same, ask PM support to check the system. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage