topic Re: New phone set up in Get Support

New phone set up

Sofiajs — Sat, 06 Dec 2025 23:42:29 GMT

Unable to get new eSIM for new phone as app won’t let me past 2 step verification and will only send code to broke phone, broken phone is NOT useable. App is not providing the option to send code to email.

Re: New phone set up

slusagm — Sat, 06 Dec 2025 23:49:33 GMT

So, you click Didn't Receive Code and you don't see choices to send to email or voicemail?

In this case z 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/privatenote

Re: New phone set up

Sofiajs — Sat, 06 Dec 2025 23:50:51 GMT

It’s not

Re: New phone set up

Sofiajs — Sat, 06 Dec 2025 23:51:44 GMT

It is only giving a resend code option NOT a “didn’t receive code “ option

Re: New phone set up

Dunkman — Sun, 07 Dec 2025 00:00:11 GMT

@Sofiajs

Them you will need to send a private message to customer service agent as described in first post. It can take up to 1-2 hours for CSA to respond.

Re: New phone set up

Sofiajs — Sun, 07 Dec 2025 00:10:10 GMT

The lack of phone support available with this company is ridiculous, by the time we actually will receive help is longer than it takes to switch providers

Re: New phone set up

Dunkman — Sun, 07 Dec 2025 00:17:50 GMT

@Sofiajs

Completely understand your frustration.

Public mobile customer model is not live (ie. call centre or live chat feature). Supposedly, this lower cost customer service model helps to keep PM plan prices lower. Hopefully, CSA will get hold of you soon. Weekend wait times seem a bit longer recently.

Re: New phone set up

slusagm — Sun, 07 Dec 2025 00:22:26 GMT

Click Resend code at that screen and you should see Send Email or Send voice message

Re: New phone set up

Sofiajs — Sun, 07 Dec 2025 00:29:24 GMT

It unfortunately just keeps resending via text and won’t give me the option to select VM or email

Re: New phone set up

cellphoneuser1 — Sun, 07 Dec 2025 06:11:04 GMT

@Sofiajs wrote:
It unfortunately just keeps resending via text and won’t give me the option to select VM or email

That doesn't work for new customers. Your only way to get in is to go through the private messaging a CS_Agent method.