PM verification code is being sent to the wrong number

[Mirka1]

My husband cannot login to his PM account after porting his number from another provider.  The system is sending verification code to a temporary number he was requested to setup before request for porting.  He tried to reach for help but could not figure out how to create a ticket. Is there a way for him to create a ticket without being logged in?

[Mirka1]

After getting request for a code he clicked "did not receive a code" which provided other options including email.  Thanks for your suggestion.  It would be more intuitive if other options were labeled directly.

[BKNS27]

@Mirka1 

He should get the text if his old SIM is in his phone. The old SIM will work for 45 minutes to 2 hours and when the phone is on SOS. It is time to switch to the PM SIM.

[hTideGnow · Accepted solution]

HI @Mirka1 

check if email is an option to get the 2FA.  click Resend code and check if send email there

if he can get the code via email, he can then go to Profile page, Manage EverSafe id and update to the correct phone number

if he still cannot login , then ask PM support agent to update it on behalf.  Message support here

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

[Handy1]

@Mirka1  He can use this direct link to contact support to help 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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