Porting number failed - do I need a new sim

[Serendipitydw1]

I am setting up my Aunt with PM.  We activated her account and put the new SIM in requested them to port the old number.  It wasn't working so called the porting team.  They said the number can't be ported as it was deactivated.

They gave us a new number. But the phone hasn't been able to get a verification text yet. 

Restarted the phone.  Not sure what to do next or who to contact for support.  Can't access her account online as it needs to verify the number and we aren't getting any texts on the phone.  Her phone "about section" still shows the old deactivated number.  Not sure how to change that...it is a Samsung Galaxy A8 phone.

[Serendipitydw1]

I have verified the email, but it wants to verify the number and send to the new number (last 3 digits match the new numbers)

I have reached out to the CS_Agent

[Serendipitydw1]

Thank you

[BKNS27]

@Serendipitydw1 

Login to your aunt’s account and click on Resend Code/Didn’t Receive Code and have it sent by email.

Once in the account, check the registered number to confirm that the new number is listed.

If not, reach out to a CS_Agent by dm them.

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

[HALIMACS]

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

[Serendipitydw1]

how to do I reach support?

[HALIMACS]

@Serendipitydw1 

If you tried rebooting the device and resetting Network connections, try reaching out to support

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.