topic Logging In when the Verification is not possible in Get Support

Logging In when the Verification is not possible

joegrootenboer — Thu, 17 Apr 2025 16:08:37 GMT

With my new account, I have not yet successfully ported a number and because of how the account is set up I cannot complete the verification to log in.

The account has email and password, which are fine, but the phone# it is trying to send the verification text to is not online because it is the line I am trying (but so far failing) port over. I need to either:

a) cancel this account and start again with the same email but different alternate number for text verification

or b) get into this account with either a different verification method or othewise bypass the verification that is currently being asked, so I can change the verification number and

all this so that I can re-initiate the new subscription and get my number ported in.

Help!

Joe

Re: Logging In when the Verification is not possible

slusagm — Thu, 17 Apr 2025 16:11:22 GMT

no need to cancel, but you need PM to help.

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Logging In when the Verification is not possible

Phil_Adelphus — Thu, 17 Apr 2025 18:20:48 GMT

@joegrootenboer is trying to send the verification text to is not online because it is the line I am trying (but so far failing) port over.

The alternate number is not for the text verification. Is your old provider account still active and you have that carrier's sim in the phone?

Re: Logging In when the Verification is not possible

joegrootenboer — Thu, 17 Apr 2025 19:03:08 GMT

It's complicated... The account is active (or was, when I initiated this a few days back) but as far as the standard steps of porting (which I have done) it was doomed to fail (or require an alternative path) because the old account is talk-only (no text). So I am trying to find the alternative path. I got a bit of the way with CS-Agent, but am still stuck in a similar spot and am hoping for help again but it is taking time.