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I need help as my two step verification is not working

Nickname141
Good Citizen / Bon Citoyen

My two step verification is not working all of a sudden when before I had no problem with it but I woke up today trying to use it for my bank and I get no code no message or anything and that's so weird because when I had a login to this site on public mobile I had to use my two-step verification and it worked so I don't understand what's going on

8 REPLIES 8

SLebs
Great Neighbour / Super Voisin

@Nickname141  for what it's worth, you are not alone.  Some additional data points.

We have (4) Public Mobile lines and have had them for a couple months.  Within the last 24 hours (evening Wednesday Jan. 29th to Thursday morning Jan. 30th), two lines have had issues receiving verification texts, from different institutions.  Phone A is Android Samsung phone using Samsung Messages, phone B Android Samsung using Google Messages.  HOWEVER, the 2FA for logging into Public Mobile site works.  With Phone B, have tried rebooting, clearing cache on Messages App, Resetting Network Connections, without success.

I hope there is a system issue to explain this! 😉 

 

hi @Nickname141 

are you on Android or iPhone?  Try uninstall Google Message and reboot and reinstall and set it as the default message app and test

and test your sim in another phone as well

Also check the usage history and see if it shows any incoming SMS during the 2FA time

if nothing work, check with PM support agent, submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, 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           

 

Nickname141
Good Citizen / Bon Citoyen

No I didn't Port from any other company or join Public Mobile recently I've been with Public Mobile for well over 7 years maybe even more and just never happened to me before

Nickname141
Good Citizen / Bon Citoyen

It not just my bank account it's everything I use a two-step verification as that's what I thought at first it was just my bank account but I tried other two step verifications I have set up and none of them work other than this site

ORNGNBLK
Model Citizen / Citoyen Modèle

@Nickname141  So the issue is that you are not receiving the message between your bank and yourself (and its usually sent to your PM phone? ) Might not be a PM issue, but you can have a CS_agent reset your network form the back end to see if that helps

hi @Nickname141 

did you just join PM and port your number in?

it is normal that 2FA would not work for the first couple days, should start working on the 3rd or 4th day.  The delay is to prevent sim fraud

in the mean time, reboot the phone daily and test again

Nickname141
Good Citizen / Bon Citoyen

Yes I tried that with my bank account but no code came but for this site it worked my my two step verification doesn't works nowhere else and I don't know what happened as it worked yesterday

ORNGNBLK
Model Citizen / Citoyen Modèle

@Nickname141  Please try to login in using private browser / incognito mode and see if that helps. EDIT* if problem persists, please contact CS_Agent using the link below : https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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