Sim Card Activation

[Janeeliz]

Hi all,

Long story short, I have my new number applied to my account, but I still have to activate my sim card. The issue here is that when I go into the app to activate the sim card, it wants me to confirm my identity by sending a text to my new number. Since I don't have access the number yet... you see my issue. Help, please!

[RoseC]

I had your exact problem last night. I installed a new PM sim, downloaded the PM app and successfully subscribed to a phone plan. But then both the app and website kept trying to send a code to my new number before it was activated. I was in a continuous loop. In order to get help they want you to log in your account but they also want you to verify before logging in. 

I was finally able to open a PM customer support ticket by following help instructions on this page:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Hope this helps. My phone is activated now with the help of a friendly agent. 

[softech]

@Janeeliz   are you activating new accounts? or trying to change number or change sim card?

For the login issue,  Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support and have them to help in this situation:

Private message CS agent at 

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

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

[HALIMACS]

@Janeeliz 

Is there an option for you to tap resend code, perhaps repeatedly, and it may give you the option to send to an email?

Otherwise, I suppose you can contact the customer support agents.

To contact a Customer Support Agent, there are 2 methods: (option #2 seems to be the preferred method these days)

1. Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us,  or, 
2. Send a private message to Customer Support Agent 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.