topic Re: Issue after number porting – iMessage and FaceTime not recognizing ported number in Get Support

Issue after number porting – iMessage and FaceTime not recognizing ported number

bp_pm — Thu, 25 Dec 2025 03:02:14 GMT

Hi community,

Activated PM eSIM on Dec 22 with a temporary number. Requested porting my Telus number with a physical SIM on the same phone next day (replied "Yes" to confirmation text). PM app showed an error, but quickly got a Koodo text saying port complete – restart phone.

Now, outgoing calls/texts show the ported number, but:

Phone app in Settings ("My Number") and number associated with eSIM in Cellular settings still show temporary PM number, even after removing Telus physical SIM and restarting.
iMessage does not work, but SMS does.
FaceTime: Others can't reach me by number; my outgoing shows email only.

Seems like incomplete update for Apple's services. Appreciate any suggestions.

Thanks!

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

softech — Thu, 25 Dec 2025 03:04:43 GMT

@bp_pm

you can force an iMessage registration by updating the phone number in the Settings.

First, go to the Settings, My Number and remove it. Reboot phone. Then go back to the Setting and manually update the phone number.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

slusagm — Thu, 25 Dec 2025 03:04:49 GMT

@bp_pm wrote:

Phone app in Settings ("My Number") and number associated with eSIM in Cellular settings still show temporary PM number, even after removing Telus physical SIM and restarting.

Here, remove the phone number. Then go back and enter your current phone number after a device reboot

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

bp_pm — Thu, 25 Dec 2025 03:06:14 GMT

Thanks. It doesn't allow to remove the number.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

softech — Thu, 25 Dec 2025 03:08:10 GMT

@bp_pm

To manually update your phone number on an iPhone, go to Settings > Phone, tap your current number under "My Number," delete the old one, and enter the new one

if that does not work, try Reset Network Settings:
go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

bp_pm — Thu, 25 Dec 2025 03:09:13 GMT

Thanks. I can change the number manually, but tapping on "done" doesn't work.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

slusagm — Thu, 25 Dec 2025 03:10:56 GMT

@bp_pm

click Reset network Sertings.

and are you sure porting is completed? are you able to receive incoming calls on your phone? (and make sure your old sim card is removed, or old eSIM is disabled)

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

bp_pm — Thu, 25 Dec 2025 03:20:25 GMT

Could Reset Network Settings affect the eSIM?

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

softech — Thu, 25 Dec 2025 03:24:33 GMT

@bp_pm wrote:
Could Reset Network Settings affect the eSIM?

@bp_pm

no, it won't. I will just clear some network cache. But it will also remove all your saved Wifi and Bluetooth connections. You can easily add them back

Just a reminder, do not delete your eSIM. But since you are using eSIM. Go to Setting > Cellular, make sure your old carrier eSIM is disabled (toggle off Turn on this line). And make sure PM esim is set as Primary and enabled (toggle on Turn of this line). Once confirmed, you can Reset Network Settings

You might also want to turn off iMessage from Settings. Wait 10 mins and reboot the phone again, go back and Turn on iMessage to force a re-registration

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

Socrates8567 — Thu, 25 Dec 2025 03:31:47 GMT

Hello @bp_pm

To fix the issue of iMessages showing an old phone number, you need to update the number associated with your Apple ID and in your iPhone's settings. The primary solution involves signing out of iMessage and FaceTime and signing back in so the services can re-register with the correct, current number.

Deactivate and reactivate iMessage and FaceTime

Go to Settings > Messages and turn off iMessage.
Go to Settings > FaceTime and turn off FaceTime.
Restart your iPhone (power it off and turn it back on).
Go back to Settings > Messages and turn iMessage back on.
Go back to Settings > FaceTime and turn FaceTime back on.

Wait a few minutes for the services to activate and register your current number.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

bp_pm — Thu, 25 Dec 2025 04:15:04 GMT

I went to reset network settings, but it gives warning that the phone will be reset to factory defaults.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

hTideGnow — Thu, 25 Dec 2025 04:27:10 GMT

hi @bp_pm

be careful. The Reset network settings and Reset iPhone (to factory default) are 2 different Reset at similar settings path. I suggest you don't do it yourself since you sounds like you are not familiar. Ask a friend to help, or bring to Apple store for help

this is what you want to do

Open the Settings app on your iPhone.
Tap General.
Scroll down and select Transfer or Reset iPhone.
Tap Reset.
Choose Reset Network Settings from the list of options.
Enter your device passcode if prompted.
Confirm the action by tapping Reset Network Settings again.

Re: Issue after number porting – iMessage and FaceTime not recognizing ported number

Sylvestor — Thu, 25 Dec 2025 16:04:55 GMT

Had same issue. Contact Apple via chat. PM will help too but since it’s unlikely to be a PM issue, try Apple. I was chatting with Apple within a minute. I had tried numerous set ups and changes that I googled. Apple had me do same and more. Case was left open as unsolved BUT the recommended 24 hour wait worked! What’s amazing is….apple has had this issue for many years and not patched and fixed. Apple needs to realize the need of a phone and that their customers will move from carrier to carrier. In my case I am sure the issue was that I ported in a different number.