Not receiving 2FA messages from bank

[CarlosMagnos]

This is my first month with my new plan. My Account is showing that all my data is used up.

I am not receiving 2FA messages from my bank but I seem to be receiving normal text messages still. What can I do to fix this?

[Vee40 · Accepted solution]

Here's an update (yes, from a different account). 

24 hours later a whole bunch of 2FA messages finally game through, both from the bank AND from Public Mobile. That's 24 hours after the last communication on the public mobile ticket.

So clearly there was an issue with PM's backend, probably related to a plan change or data upgrade. My suggestion is to open a ticket, and try and remember any changes that happened since the time you received your last 2FA, and be persistent because the first, second or third response might not solve it.

[Yummy]

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@CarlosMagnos wrote:

Contacted the bank the and 2FA are still not coming through. I used to receive 2FA from them but haven't since adding data to my phone plan.

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Why do not you stick your SIM into another phone and confirm is it your phone or PM services creating this issue.

I doubt adding data through add-on will screw up 2FA as data has Nothing to do with SMS service. You can have 0 data and SMS/2FA should work.
Do not mess with the network or phone's settings as you will mess up something else since Everything was working fine before.

[Yummy]

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@hTideGnow wrote:

hi @Yummy 

Actually, you can "reinstall" Google Message.  

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I do not know what you mean as 'Google Message'.

Looking at my phone I have only 'Messages' app which is a default Messaging app for my phone. It has NO option to uninstall, downgrade, or whatever.

Show me an option where is shows an option to uninstall Messages default app on Samsung phone, please. Unless latest Samsung phones has that, my S7 and S10 do not. I can only force stop or open it when I go into Apps on settings.

[CarlosMagnos]

Created the ticket and got detailed instructions that I shared here. Unfortunately the 2FA issue is still unresolved. I can't test it with a second bank because I got locked out of the first bank and it's a massive $#^@ to get an account unlocked.

To sumarize, Public says my network connections look fine ("all services are provisioned properly"). I did a full network reset, reboot and cache and reinstall. Contacted the bank the and 2FA are still not coming through. I used to receive 2FA from them but haven't since adding data to my phone plan.

[CarlosMagnos]

: ) I did clear the cache and then re-install. I am receiving normal text messages, not sure if I mentioned that.

[CarlosMagnos]

I have been in communication with tech support at my bank and after investigation they have said that the 2FA messages are being sent. I followed your suggestions, and again no 2FA is being received.

Here is the process for resetting network settings:

To reset network settings on Android
Go to Settings > System > Reset options > Reset Mobile Network Settings > Reset settings. Enter your PIN, then confirm by selecting Reset settings.

***

[CarlosMagnos]

I followed your suggested about clearing cache and reinstalling and no luck, 2FA message from my bank are not arriving.

Yes, it is a problem with one bank. But the bank tech support confirmed with me that the 2FA are being sent.

[hTideGnow]

hi @CarlosMagnos 

not a bug, just cache or so. Please follow the step to "reinstall" Google Message

[CarlosMagnos]

2FA was working with this bank in the past. In Messages I see the last 2FA I received from them was in June. The only thing that has happened since is that I added more data to my Public phone plan which went into effect this billing cycle, and 2FA has since stopped working. Coincidence? or bug.

[hTideGnow]

hi @Yummy 

Actually, you can "reinstall" Google Message.  

with the default app, when you uninstall, it unistall the updates

then you reboot and reinstall, it will bring it up to the latest version

so effectively, you are reinstalling the Google Message by first moving it back down to the much older version, then upgrade them all again.  That would make sure data and cache are all cleared.  

So, you can test it out yourself

[Yummy]

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@hTideGnow wrote:

hi @CarlosMagnos 

are you using Android? clear app cache for your Messaging app or uninstall and reinstall Google Message and should resolve the issue without PM support involved

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What are you talking about???
You cannot 'reinstall' default Android app. 'Messages' can be only Forced Stop or update if there is any update. I have not seen any updates in years.

You might fool around with default apps if your rooted your phone otherwise they are untouchable.

How can PM be responsible for customer not receiving 2FA? It could issue with the phone or sending party only.

@CarlosMagnos  Do you have access to any other Android phone? If you do and it is not used and relatively new (Samsung S7 and up) do factory reset, install SIM and try receiving 2FA. If you get it it is your phone's issue.

[CarlosMagnos]

Android, yes. I will try what you suggested and comment back.

[hTideGnow]

hi @CarlosMagnos 

are you using Android? clear app cache for your Messaging app or uninstall and reinstall Google Message and should resolve the issue without PM support involved

[CarlosMagnos]

I already contacted my bank and after researching they said that the problem is with Public Mobile. I will create a ticket.

[Chalupa_Batman]

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@CarlosMagnos wrote:

This is my first month with my new plan. My Account is showing that all my data is used up.

I am not receiving 2FA messages from my bank but I seem to be receiving normal text messages still. What can I do to fix this?

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Hello @CarlosMagnos 

You may wish to contact your financial institution to advise them of the issue. They have abilities to make adjustments so they are sent.

On a side note, you can go into your Network Settings and reset them. That basically reconnects you to the Public Mobile server and may help. You can always ask Public Mobile to reset your actually network on their end.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[CarlosMagnos]

Had an account here for years. The only thing I can think of is this billing cycle is the first one where I have a little more data. Not sure if I have a brand new plan since the minutes are the same.

[hTideGnow]

hi @CarlosMagnos 

did you just join PM within a week?  you just joined, Bank 2FA usually needs 3 to 7 days before coming again after porting, this practice is to avoid sim fraud

but if you joined long time, over a week, there is no reason you don't receive 2FA even you used up data.