topic Cannot swap sim in Get Support

Cannot swap sim

Deeschmizz — Mon, 05 Sep 2022 01:05:59 GMT

When I go to edit profile and change my SIM card number and press save changes It just erases what I wrote and turns it into zeros. I've tried this on 2 different phones now , please help.

Re: Cannot swap sim

Timer — Mon, 05 Sep 2022 00:02:16 GMT

@Deeschmizz

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: Cannot swap sim

esjliv — Mon, 05 Sep 2022 00:06:47 GMT

@Deeschmizz - You lost or damaged your existing sim card ?

Do you currently have your phone listed as lost/stolen? If so, go back and take the lost/stolen feature off. Log out, then try again through a tab in incognito mode. Can you then swap the sim card number on your account?

For reference see "How To Change Your SIM Card" at the bottom of that link @Timer provided in their post.

If continuing to have issues ask CSA help with the SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

edit

Re: Cannot swap sim

hTideGnow — Mon, 05 Sep 2022 00:18:15 GMT

HI@Deeschmizz the sim card you want to change to is a brand new one never activated?

You can try again with Incognito mode, but since you tried different phones already, it likely won't work

So, the next step is to open ticket with CS agent and have them to manually change sim card for you

open a ticket with PM CS Agent at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437