topic Re: Help in Get Support

Help

Izaakwedzin — Fri, 30 May 2025 17:22:59 GMT

I can't get into my account without my phone text verification which I can't receive the text.

I can't receive calls or text messages.

I had transferred my old number lucky to public mobile.

Re: Help

Chalupa_Batman — Fri, 30 May 2025 17:29:12 GMT

@Izaakwedzin wrote:
I can't get into my account without my phone text verification which I can't receive the text.
I can't receive calls or text messages.
I had transferred my old number lucky to public mobile.

Hello @Izaakwedzin

First, did you have your Lucky SIM card in your phone to accept the port request and then say YES within 90 minutes? If you place your Lucky SIM card in your phone, do you still have access? If so, the port didn't work. If not, then the port may have worked or may be in limbo. Have you tried rebooting the phone with your Public Mobile SIM card in it? Can you go into your settings, find Network Settings and reset them and then reboot. If you're still having issues, you can create a ticket to a CS Agent this way.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Help

BKNS27 — Fri, 30 May 2025 18:02:08 GMT

@Izaakwedzin

To receive the 2FA code by text. You need the Lucky SIM in your phone.
Also, your Lucky account must be active so don’t cancel service with them.

You can login to your account on the PM website and have the 2FA code sent by email when you click on Didn’t Receive Code or Resend Code.

If that didn’t work, you will need the assistance from a CS_Agent so click on the Chat icon and type in Submit a Ticket to connect with an agent.

Re: Help

slusagm — Fri, 30 May 2025 17:34:16 GMT

@Izaakwedzin why can't you get text?

Try click Didnt Receive Code and choose Send email or Semd Voice message

If you cannot get in that way, you will need PM support. 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: Help

Dunkman — Fri, 30 May 2025 18:13:49 GMT

@Izaakwedzin

Looks like that your account was not set up properly and also a potential porting issue. I will escalate your issue with Customer service agent. They should private message you within next 30-60 minutes.

Re: Help

CSA_PM — Fri, 30 May 2025 18:18:46 GMT

Hi there, I’ve looked into it and see that the issue is now being handled by another agent.

Re: Help

Izaakwedzin — Fri, 30 May 2025 20:06:32 GMT

Still need help

Re: Help

CSA_PM — Sat, 31 May 2025 17:08:37 GMT

Hi there, I’ve looked into it and see that the issue is now being handled by another agent.

Let me know if any further help is needed.