topic Re: Retrieve old number - Lost SIM/Email Access in Get Support

Retrieve old number - Lost SIM/Email Access

mjslutpop62 — Sun, 09 Oct 2022 07:08:37 GMT

How do I do a SIM swap if I don\'t have access to my old My Account email address? And I can't 2 step verify with phone number because I lost that phone with SIM.

Please help!

Billy

Re: Retrieve old number - Lost SIM/Email Access

darlicious — Sun, 09 Oct 2022 07:22:00 GMT

@mjslutpop62

You will need to contact customer support and verify the account by answering a bunch of questions they will ask you about your account and once they're satisfied that you are the account holder they will perform the sim swap for you.

Edit:

Read the spoiler in this post to get an idea of the questions they will ask you to verify your account over and above the basic four account verifiers.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/821771#M550981

Re: Retrieve old number - Lost SIM/Email Access

BKNS27 — Sun, 09 Oct 2022 07:42:10 GMT

@mjslutpop62

If you lost your phone and SIM, you will need to create a new account with a new SIM.

If payment haven't been kept for longer than 90 days. You will lose that number.

If you just lost your phone & SIM and kept up with payment. As noted by @darlicious, you need to contact a CS_Agent and verify your account credentials then the Agent will help you swap the old SIM number with your new SIM number.

Re: Retrieve old number - Lost SIM/Email Access

esjliv — Sun, 09 Oct 2022 12:15:01 GMT

Did you obtain a new SIM card yet? If you have a Koodo or Telus store near you call them to check if they have any Public Mobile SIM cards available.

You may click here Submit ticket for a SIM SWAP to directly request this with the Public Mobile Customer Support Agents (CSA). And, the same time you may have your email address connected to your My Account updated with them also.