topic Re: Identity not validated in Get Support

Identity not validated

Leolean_nyle — Mon, 05 May 2025 16:13:05 GMT

Hi,

I cannot send and received text. Also I cannot received call. I can call and use cellular data. I tried logging into my account and asking me to validated my identity. I have not received the 6-digit code from my phone number. I called my previous provider. They inform me to contact public mobile.

Re: Identity not validated

slusagm — Mon, 05 May 2025 16:15:19 GMT

you just activated with porting in phone number?

remove the old sim card, try reboot phone with only the Public Mobile sim card, and Reset network settings. But if issue persists and you need PM to help, open a ticket.

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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Identity not validated

computergeek541 — Mon, 05 May 2025 16:19:58 GMT

@Leolean_nyle wrote:
I cannot send and received text. Also I cannot received call. I can call and use cellular data. I tried logging into my account and asking me to validated my identity. I have not received the 6-digit code from my phone number. I called my previous provider. They inform me to contact public mobile.

Did you respond to a text messaage from your old carrier to aprrove the phone number transfer? (if number porting was requested)

If the above already done, try inserting your Public Mobile SIM card (if that hasn't already been done) and try logging in again. As the messager about a code to log in to your Public Mobile account is a text message being sent by Telus/Public, that should go to your Public Mobile service and might not be recieved if your old carrier's SIM card is still being used instead.

Re: Identity not validated

Leolean_nyle — Mon, 09 Jun 2025 13:16:09 GMT

I have done everything mentioned here. Reset my network settings, turn off my phone, called my previous provider said it’s your end. I cannot submit a ticket since I cannot log in to my account. This is frustrating. I have not received any calls and can’t send and receive text messages. It says in my settings network is public mobile (in the picture) also how many times I resent the code to my phone number but have not received any code. I even respond to text from previous provider.

Re: Identity not validated

hTideGnow — Mon, 05 May 2025 22:16:54 GMT

hi @Leolean_nyle

you can submit ticket, you don't need to use Chatbot as what you have done, you just need to use the following link to message support agent:

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

Re: Identity not validated

slusagm — Mon, 05 May 2025 22:30:37 GMT

You were using Chatbot , you weren't using the link I posted above. If you click on that link , you can write to support

And can you screenshot if PM sim is set as Primary?

and if it is , can you disable iMessage first, and try to send SMS instead of iMessage?