Stuck in 2FA loop: Cannot receive SMS to complete eSIM swap on my son's new iPhone

[Robert_55555]

My son recently got a new iPhone 17 Pro Max and we are trying to move his Public Mobile service over to an eSIM.

We are able to log into his account on the app just fine. However, when navigating to the "Change SIM" screen, the system asks for a 2FA verification code to confirm the change. The issue is that it only offers to send this code via SMS to his phone number, which he cannot access right now to read the text.

It does not give us an option to send the code to his email address. We have tried clicking "Resend Code" multiple times, but the email fallback option never appears.
How to proceed?

[leafs817]

Use another Apple device to receive the verification code. Just sign in with the same Apple ID you use on your iPhone.

[umnikke8 · Accepted solution]

You'll need to file a ticket with customer service, look in 'Get Help' to do that.

[Robert_55555]

Just adding one more detail to clarify exactly where the system is blocking us!

We actually do not have any issues with the initial login. When we first sign into the app, the system gives us the option to send the verification code to his email, which works perfectly.

The roadblock happens after we are already logged in. When we navigate to the "Shop" or "Change SIM" section to get the new eSIM, the app asks for a second security verification. On that specific screen, the email option completely disappears. It only offers to text the code to his phone number, which he cannot receive right now.

Hopefully, this helps clear up exactly why we need a Customer Support Agent to manually bypass this final step for us from the backend. Thanks again for the help!

[slusagm]

You don't use Apple way to transfer sim

With PM, when you change phone, you don't transfer but you simply buy a new one using the app

Download Public Mobile ap on the new phone and login.

 If you cannot receive 2fa via text, click Didn't receive code or Resend code and select Send email or Send Voice Message.  

Then go to Account -> Purchase Sim card and choose eSIM and buy and install