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Cannot activate new phone number

imskm
Great Neighbour / Super Voisin

My sister is a new user. She inserted a new SIM card into her new phone and the Public Mobile app is asking her to 'confirm identity' by entering the 6 digit code. The problem is, the new phone number hasn't been activated yet so it's not able to accept any text messages so no codes are being sent to her. She is not able to access her account. What now?

1 REPLY 1

Sansan
Mayor / Maire

Did she port from another carrier and the code is being sent to the old SIM card? 

If no,  there should be an option to choose the send code option to email. Might have to do it a few times to get the email option. 

If no success on the app there is a chatbot, can use it to submit a ticket.

Screenshot_20240229_112720_Samsung Internet.jpg

Also, might have to sign out of the app and back and see if that might also help.

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