Help from Customer Service

[bel17star]

My wife switched her cell phone service to Public Mobile and has service on her phone. But she cannot login to her account using either the app or the website. Both ways she is directed to have a code sent to her phone to be entered to complete validation of her account.

The code is never received.

How can she get Customer Support to solve this problem.

[bel17star]

Now she has nothing.  No phone calls either.  Something has failed in our account set up.

[bel17star]

Trying text off wifi and on cell data only 

[bel17star]

Does not seem to receive text other than iMessage.  But she’s on wifi at present.

[Chalupa_Batman]

OK. Try this now. Go into your browser settings. The enter the word cache, then clear the history, cache and cookies. Then close and restart the browser. Then try to log in again. This website is known for cache issues. You can also do the same to a different browser and try there. Let us know if that works.

[BKNS27]

@bel17star 

Try rebooting her phone by powering off then back on then see if the 2FA code is sent by text or call.

[bel17star]

Yes she can receive and make calls.  Just no account access.

[bel17star]

She never gets to that point.  After sending a code to her email, the process seems to insist on sending a code to her phone but it is never received.

[Chalupa_Batman]

HI @bel17star 

Try this.

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

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 screenshot 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.

Created by Chalupa Batman

[hTideGnow]

HI @bel17star 

can she receive inbound calls? not sure if port was completed.  If she still not receive inbound calls, it is another issue, let us know

To get agent's help,  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437