Incorrect phone number ported

[TRS1]

A few weeks ago I tried to port my sons phone from lucky mobile to Public mobile. It looks like a new phone number was created instead. The eversafe is attempting to text a verification code to the original phone number therefore we have no way of accessing it. Can anything be done?

[TRS1]

Thank you very much for your help!

[TRS1]

Perfect! Thank you for your assistance

[BKNS27]

@TRS1 

Normally you get assign a temporary number if it is a prepaid plan from your old carrier.

No worries just contact a CS_Agent to complete the porting of you son’s old number by private messaging on your computer.

[softech]

@TRS1   still no worry, support can help

Please open a ticket with support, ask them to help you to get back into My Account first.  You can also ask and see if they can put in the porting request for you 

Please message them here

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[TRS1]

Unfortunately we are locked out of my sons account. I’m not sure how to fix this when we can’t access his account?

[softech]

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@TRS1 wrote:

Thank you! It is showing a new number - one I guess PM assigned? 

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@TRS1   Now, you will try to login My Account and re-request transfer number

understand the 2FA code trying to send to a different phone number.  If you cannot get the code, have it to send to email:

On the screen it is expecting you to enter the code, click Resend code and then choose Send email

Once you can login , go to Profile page, click Transfer number and you can re-request transfer of your number from Lucky.  (Make sure your Lucky account is still active.  And you will need to put Lucky sim card back to the phone and wait for Lucky to send you a porting authorization text and you need to reply that within 90 mins)

https://myaccount.publicmobile.ca/en/account/profile/transfer-phone-number

[TRS1]

That’s what is so strange. We did get a text from lucky and it looked like his old phone number worked, but a few days ago it changed to a brand new number

[TRS1]

Thank you! It is showing a new number - one I guess PM assigned? 

[BKNS27]

@TRS1 

You can click on Resend Code and it will give you the option to send the 2FA by email, text or call.

Here is more troubleshooting info:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever... 

 

[softech]

@TRS1  did you ever go a text from Lucky about the porting?

Try to call from your son's PM sim card to another phone ,  check what is the caller id showing?  If it shows the number you want to port, it is GOOD.  Just the porting not completed (you can make outgoing calls at this stage and just not incoming)

So, please check first and let us know the result, and will advise accordingly