Wife's phone not receiving 2FA verification codes

[Chobomin]

Hi PM community. My wife and I both signed up to PM during Black Friday (me from Koodo, her from Rogers). It was from physical SIMs to eSIMs and the transition seemed to be smooth. However, since the beginning she has not been able to receive any 2FA verification codes sent to her number (mine is fine, we both use identical phones, Samsung S23). She can't even log into her PM account because it sends a 2FA code to her phone and it never arrives. I'm out of answers. Please help!

[Cheetah24]

That's fine, you can login with your account and send the private message to the service agent at, https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Mention that your wife's account is having issues and they'll ask questions to verify.

[Chobomin]

After getting the code through email, it goes through to another screen saying "We've noticed you have an active Public Mobile service and would like to confirm your full access", to which it leads to another screen and asks for confirmation of identity and sent a 6-digit code to the phone number (which of course cannot be received). 

As such, she can't connect to her account and send any private messages. 

[Dani33]

@Phil_Adelphus Ok we'll give it a try, Hopefully we can make it work. Thanks a bunch for the help!

[Phil_Adelphus]

@Dani33  The chatbot/ticketing system is broken which is why sending a private message is now the "go to".  It should work, they usually reply quite quickly although some have reported taking longer during this busy season.  If he can get the code by email by hitting didn't get the code then he can log in and check whether the Eversafe ID has the right phone number for the 2FA.  That happened to me when I set up an account with a PM number to see whether I wanted to port in my previous provider's phone number and when I eventually did the port it showed the right number in the general PM profile but didn't automatically change it in the Eversafe ID which is the one PM uses to send the 2FA code.  So I had to go in and change it to the new number myself.

[Dani33]

He signed up fairly recently, yesterday I believe. He just seems to not get that code to confirm his PM account with his phone number but everything else works. Also can't seem to open a ticket since that site hasn't worked since I've been with PM haha. Hopefully that link will work to help him set up his PM account 

[Phil_Adelphus]

@Dani33  How long ago did your friend sign up with PM?  It can take several days for 2FA codes to start coming through from banks etc.  In the OP's case it was a Black Friday deal so presumably more than a few days.  If it's just a PM problem and they can log in to their account via email then also check the Manage Eversafe profile in case it is sending the codes to the wrong number.  Failing that, use the link given by @Cheetah24 to contact customer service.  Watch for their reply at the envelope icon top right or, if no envelope, tap the avatar for Messages.

[Phil_Adelphus]

@Chobomin   Best to contact PM support as @Cheetah24  mentioned, especially if also not getting 2FA codes from outside PM, but if you do manage to get into the account by email, check out the Manage Eversafe section and make sure that the phone number listed there is the right one.  Especially if you set the account up with a temporary PM phone number before porting in.

[Dani33]

My friend who I referred has the same issue, his texting and data works no issues but can't seem to get the 2FA code, so I'll be following 

[Korth_]

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@Chobomin wrote:

She can't even log into her PM account because it sends a 2FA code to her phone and it never arrives. I'm out of answers. Please help!

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After the first 2FA is sent (or not sent?) to SMS, you have the option to "Send again to SMS" or "Send again to email". It's stupid that the option isn't available on the first attempt. Nor is this process even explained anywhere, subscribers are simply expected to accept and work around this unnecessary, arbitrary limitation.

[Cheetah24]

I wonder if the porting went through successfully, but in any case I would suggest you contact the service agent through direct message at, https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 and explain this issue. 

Your wife can login to her PM account using email. Just click on the "Didn't get the code" link when the 2FA code screen is shown (as shown in the below screenshot) and then it will give you options to get it through email.