topic Re: Lost sim card in Get Support

Lost sim card

Fatemehabdian — Wed, 31 Aug 2022 04:15:41 GMT

Hi,

my son has lost his mobile, I want a new sim card, can you please deactivate the old sim card and send me a new sim card.

thank you

Re: Lost sim card

Timer — Wed, 31 Aug 2022 04:16:41 GMT

@Fatemehabdian

Lost Or Stolen Phone > https://publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone
Go to Find TELUS Stores Near you or Koodo Stores or SIM Card from Amazon to buy it SIM card.
How to SIM Swap > http://publicmobile.ca/en/on/get-help/articles/sim-swap-fraud
and use browser from computer,and clear cache and cookies and use one page inPrivate mode,
and get verification code choose by email for SIM Swap.

Re: Lost sim card

darlicious — Wed, 31 Aug 2022 05:50:18 GMT

@Fatemehabdian

Well that's unfortunate but it happens. You will need to log into his account and suspend his service via lost/stolen. Once it's suspended the service will not renew automatically until you remove the lost/stolen status by resuming service. If you do this before the 30-day cycle is up then if autopay is enabled it will automatically renew if you do not resume before the current 30 days cycle is over then it will not auto renew and you will have to reactivate the service yourself by making a plan amount payment.

You can order a new SIM card from public mobile for $10 and it will supposedly ship within 3 to 5 business days however shipping can take 3 days or it can sometimes take up to 3 weeks.

Otherwise you can purchase a new SIM card at corporate telus and Koodo stores if you live in a larger city or town. There are no retail locations to purchase a new SIM card in Canada's North, Labrador or PEI.

Make sure you call ahead to the Telus or Koodo store you intend to purchase a SIM card from to ensure they have Public Mobile SIM cards in stock.

Once you have the new SIM card you can log into his account remove lost/stolen and perform a Sim swap by verifying 2FA through the email that your son has on his account.

Re: Lost sim card

Fatemehabdian — Wed, 14 Sep 2022 00:18:47 GMT

Hi,

I got a new sim card but After activating my account, I go to edit account info under my profile. Then I go to change sim card number, I write the sim card number and it doesn’t work, why? I’m getting so frustrated.

Re: Lost sim card

darlicious — Wed, 14 Sep 2022 11:19:47 GMT

@Fatemehabdian

When you enter the new sim card # does it give you the 2FA options to verify the sim card # change? It should present you with either an SMS text or email option. Choose the email option. Then go to your email and retrieve the verification code and enter it the box and confirm.

If you still cannot swap out your SIM card contact customer support to do it for you.

Re: Lost sim card

Fatemehabdian — Wed, 14 Sep 2022 16:41:47 GMT

It’s still not working, it’s not giving me 2FA option. How can I get in touch with customer support?

Re: Lost sim card

computergeek541 — Wed, 14 Sep 2022 16:43:30 GMT

@Fatemehabdian wrote:
It’s still not working, it’s not giving me 2FA option. How can I get in touch with customer support?

Please use the chatbot to to open a ticket for a customer support agent: https://widget.telus.tiia.ai/publicmobile/publicmobile.html