Daughter's phone not receiving texts, and she can't log into public mobile to update payment method

[pdr_2023]

Hi

I set up a plan for my daughter.  We cannot log into Public Mobile because her phone is not receiving texts. I believe the problem is that I missed a payment because I forgot to update the payment method after I received a new card.

The two-factor authentication is sending a text to her phone, but she's not receiving it.

Help.

[pdr_2023]

@Chalupa_Batman @HALIMACS 

I was able to get into my daughters account. I reset her password, tried to log in again, then when I selected Didn't get the Code, the option to send a new code to her email address was visible. 

[pdr_2023]

Here's a screenshot of the selections provided to me:

I also don't see the "is this a trusted device" option on the login page.

[Chalupa_Batman]

The three options will show up. If they aren't showing up, you mind sharing a screen shot so we may see?

[HALIMACS]

It’ll present the option @pdr_2023 

[pdr_2023]

Nope. The only options are to resend as a text or as a voice message to the cell phone number. Neither will work, because the phone is not receiving texts or phone calls.

[Chalupa_Batman · Accepted solution]

To add to @HALIMACS . Just pictures of what it looks like.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********.  But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your keypad.

You should now be able to get into your account.

[HALIMACS]

@pdr_2023 

try tapping that you ‘did not get the code’, and it should eventually provide you the option to receive the code via email registered to the account.