topic Re: Not receiving OTP in Get Support

Not receiving OTP

Aliburr — Fri, 02 May 2025 17:09:17 GMT

Hello,

I'm not receiving my OTP. I am a brand new customer and just trying to log into my account for the first time. It says it is sending the code to my phone number but I dont recieved it, when I click resend code it just reloads the screen there is no option to send to email.

Thanks for your help.

Re: Not receiving OTP

hTideGnow — Fri, 02 May 2025 17:14:17 GMT

hi @Aliburr

did you requested porting your number? Before porting is done, the OTP would still be sending to your old carrier sim card. (and did you receive a text from your old carrier for approving the port? you need to reply Yes or the port would not complete)

Re: Not receiving OTP

will13am — Fri, 02 May 2025 17:14:20 GMT

@Aliburr , are you doing this on the mobile app or desktop browser? Try again after clearing app data or using incognito mode as applicable.

Re: Not receiving OTP

Aliburr — Fri, 02 May 2025 17:26:08 GMT

I am posting my number. I did not receive either text. When I go into my settings my old esim is already completely gone and I can not access it to see these text messages. 😕

Re: Not receiving OTP

hTideGnow — Fri, 02 May 2025 17:31:06 GMT

hi @Aliburr

are you receiving any inbound calls?

let's check with PM porting team and confirm if port was completed

It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call

Re: Not receiving OTP

CSA_PM — Fri, 02 May 2025 19:07:33 GMT

Hi Aliburr,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage