topic Replacing stolen SIM card in Get Support

Replacing stolen SIM card

Boltona03 — Fri, 09 Sep 2022 00:27:48 GMT

My phone was stolen this weekend and I just got it back and now I need to activate a new SIM card but when I try to do it on my account it won’t accept the simcard number! And when I try to activate the new card it won’t accept my email because it already being used on my account I’m not to sure what to do

Re: Replacing stolen SIM card

Outdoorsman — Fri, 09 Sep 2022 00:30:44 GMT

@Boltona03 hi did you put your account in lost/stolen mode? you would need to go back and hit resume then you should be able to add your new sim , what is wrong with your old sim couldn't find it?

Re: Replacing stolen SIM card

computergeek541 — Fri, 09 Sep 2022 00:29:08 GMT

@Boltona03 wrote:
My phone was stolen this weekend and I just got it back and now I need to activate a new SIM card but when I try to do it on my account it won’t accept the simcard number! And when I try to activate the new card it won’t accept my email because it already being used on my account I’m not to sure what to do

A new account shouldn't be created. If you do that, you will be charged for a new plan and get a new phone number. You need to be logging into your existing Self Serve account.

Re: Replacing stolen SIM card

Boltona03 — Fri, 09 Sep 2022 00:46:13 GMT

It was stolen out of my phone

Re: Replacing stolen SIM card

softech — Fri, 09 Sep 2022 00:52:42 GMT

@Boltona03 wrote:
My phone was stolen this weekend and I just got it back and now I need to activate a new SIM card but when I try to do it on my account it won’t accept the simcard number

@Boltona03 what was the error message?

Try again with Incognito mode to login to My Account and try Change Sim card again

If it still fails, you can open ticket with PM Support and ask them to manually process the Change Sim card request for you

Re: Replacing stolen SIM card

BKNS27 — Fri, 09 Sep 2022 00:55:24 GMT

@Boltona03

All that is needed is to login your account then go to Profile, remove Lost or Stolen Phone if you enable it to suspend the service then click on Change SIM Card Number.

Re: Replacing stolen SIM card

computergeek541 — Fri, 09 Sep 2022 01:03:36 GMT

To clarify what I mentioned earlier, you're not supposed to "activate" the SIM card. That process open a new account.

Re: Replacing stolen SIM card

Alexandf — Fri, 09 Sep 2022 04:42:02 GMT

@Boltona03

so won't accept,, open a ticket with PM CS Agent. at : https://publicmobile.ca/chatbot.

Follow this to get to ticket open screen quicker:

then click "Contact Us", Then click "Other", then click "Click here to submit a ticket.

Once ticket is submitted, (top right corner envelope icon) periodically for response from CS_Agent

If you have problems submitting a ticket, you can also send a private message to the CS_Agent

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437