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Account problems with phone number access

  • February 10, 2025
  • 5 replies
  • 57 views
S
New
 Contributor

Hi community,

 

When I access the app, I can see the two phone numbers on the account, but one is greyed out and I can't select it to access the account for that number 

 

The greyed out number was brought from another network by PAC. The number ported fine for phone calls but the test messages and WhatsApp have remained on the original number and not changed. This is causing me all manner of issues. 

 

Can anyone help? 

 

Thanks!

Best answer by Tyler

Hey there ​@Steslater, please try the following:

 

1) Open Messages, go to Settings (top right, Message Settings), open "Chat Features" or "RCS Chats", verify if this is the correct number or not.

2) If it shows the incorrect one, then head to: https://messages.google.com/disable-chat and you should be able to unregister the number. Once done, turn off the Chat Features/RCS and the phone. Wait a few minutes and turn the device back on and re-enable Chat Features/RCS it should let you re-register/update to the correct number.

 

Alternatively, you can turn Chat Features/RCS off and test SMS after this.

 

Thanks,

Tyler

View original

    5 replies

    N
    iD Mobile Employee
    Forum|alt.badge.img+20
    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • February 15, 2025

    Hello ​@Steslater 

     

    Thank you getting in touch with us here on the community.

     

    We are sorry to hear of the issues you are experiencing issues with the number on the account. 

    Can you please confirm if number that is not in grey is for an active plan or was that to be replaced by the number that is in grey?

     

    Thanks, 

     

    Nat 

    S
    New
 Contributor
    • Steslater
    • Author
    • New
 Contributor
    • 2 replies
    • February 20, 2025

    Greyed out number is the active phone number, following the pac switch over.

     

    However, text messages and WhatsApp are still attached to the original number connected to the SIM card when originally received. 

    N
    iD Mobile Employee
    Forum|alt.badge.img+20
    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • February 24, 2025

    Thank you for confirming ​@Steslater 

     

    Can you please confirm your handset make/model and if you are using a physical or eSIM?

     

    Thanks, 

     

    Nat 

    S
    New
 Contributor
    • Steslater
    • Author
    • New
 Contributor
    • 2 replies
    • February 27, 2025

    Google pixel 7 pro

    (Can you tell me why that matters?)

     

    Physical SIM

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • 3719 replies
    • Answer
    • February 27, 2025

    Hey there ​@Steslater, please try the following:

     

    1) Open Messages, go to Settings (top right, Message Settings), open "Chat Features" or "RCS Chats", verify if this is the correct number or not.

    2) If it shows the incorrect one, then head to: https://messages.google.com/disable-chat and you should be able to unregister the number. Once done, turn off the Chat Features/RCS and the phone. Wait a few minutes and turn the device back on and re-enable Chat Features/RCS it should let you re-register/update to the correct number.

     

    Alternatively, you can turn Chat Features/RCS off and test SMS after this.

     

    Thanks,

    Tyler

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