topic Re: Did anyone get a "Incorrect Account SMS" when transferring number in Get Support

Did anyone get a "Incorrect Account SMS" when transferring number

TiberiusL — Sun, 25 Jan 2026 20:08:04 GMT

Has anyone gotten a SMS from Public Mobile saying there's having trouble transferring your number due to an incorrect account number? I added 0000 to the front of my Fizz account to initiate the transfer but am not sure why this is happening....

Re: Did anyone get a "Incorrect Account SMS" when transferring number

hTideGnow — Sun, 25 Jan 2026 20:09:47 GMT

hi @TiberiusL

it is not uncommon

Check with PM porting support team . I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway), you can 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: Did anyone get a "Incorrect Account SMS" when transferring number

TiberiusL — Sun, 25 Jan 2026 20:17:04 GMT

Thank you for this!!

Re: Did anyone get a "Incorrect Account SMS" when transferring number

tizianasch24 — Sun, 25 Jan 2026 20:30:18 GMT

Did you get the pm support to answer the call? I’m waiting for 1 hour

Re: Did anyone get a "Incorrect Account SMS" when transferring number

TiberiusL — Sun, 25 Jan 2026 20:31:15 GMT

not yet

Re: Did anyone get a "Incorrect Account SMS" when transferring number

cinergi — Sun, 25 Jan 2026 20:35:19 GMT

This has been happening to me too. I'm in the process of porting my family's 4 lines from Fizz, and every number has been problematic and resulted in the SMS from Public Mobile stating that the account number is incorrect. I tried adding 0000 before, after, and also the IMEI. It never works the first time and I've had to contact CS every time. After resubmitting the port request a few times, it eventually ends up working but seems to be random. So far I've done 2 out of my 4 lines and am currently on the 3rd with the same problem again. Currently waiting for CS to get back to me for the 3rd number.

All 4 numbers are under the same Fizz account number. What eventually seems to work is adding the 0's at the end, i.e. 123456780000. But even then it never works the first time, the CS has to resubmit like 3 times before it works. I don't know whether the issue is on Fizz or Public Mobile's side, but it's a very slow process.

@hTideGnow , you mentioned a phone number I can call for porting assistance? That would be a lot faster than texting back and forth with CS for every number.

Thanks!

Re: Did anyone get a "Incorrect Account SMS" when transferring number

tizianasch24 — Sun, 25 Jan 2026 20:38:19 GMT

I’m still waiting on the line for over 1 hour. No answer so far. I used the IMEI and I triple checked it. It was ok and still got the issue. eSIM to eSIM from fizz.

tried on another number (fizz) and phone from sim to sim worked flawlessly in that case using the imei

Re: Did anyone get a "Incorrect Account SMS" when transferring number

TiberiusL — Sun, 25 Jan 2026 20:45:29 GMT

How did you connect with Customer Service? By phone or by submitting a case?

Re: Did anyone get a "Incorrect Account SMS" when transferring number

cinergi — Sun, 25 Jan 2026 20:48:29 GMT

By submitting a case. And every time it takes over an hour for CS to get back to me. Which is why I've been struggling to get these 4 numbers ported since yesterday 😞

Re: Did anyone get a "Incorrect Account SMS" when transferring number

TiberiusL — Sun, 25 Jan 2026 20:55:53 GMT

Thank you for this! I'll submit a case as well.