topic Two step verification in Get Support

Two step verification

Zonxar1 — Thu, 18 Dec 2025 07:24:27 GMT

Hi,

I get a message the code is being sent to my cell phone but I never get it. It does send a code to my email when I select that option. I want it to message to my cell but don't know how to correct that. Thanks!

Re: Two step verification

softech — Thu, 18 Dec 2025 07:48:38 GMT

@Zonxar1 are you a new subscriber? Cam you receive incoming calls and regular SMS from friends?

Clear app cache for your Messaging app if you have an Android phones

And try select Send Voice Message for 2FA and check if it works

If you still unable to receive the 2FA via SMS, ask PM CS agent to further investigate

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
(if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Two step verification

Zonxar1 — Thu, 18 Dec 2025 08:09:33 GMT

No, I've been a subscriber for 9 years. I can receive both SMS messages and voice calls to my cell number. I've cleared the Message app cache as suggested. I'll try again to see if I get the code now.

Re: Two step verification

Zonxar1 — Thu, 18 Dec 2025 08:25:10 GMT

I tried the voice message option and it doesn't work either.

Re: Two step verification

Zonxar1 — Thu, 18 Dec 2025 08:45:27 GMT

The other strange thing is that I receive SMS messages from Public Mobile regarding upgrades, etc.