topic Re: I lost access to my phone number account and my Gmail account in Get Support

I lost access to my phone number account and my Gmail account

MikeyMike — Tue, 24 Jan 2023 06:33:11 GMT

So someone has stolen my phone and and changed all my passwords and I cannot get back into the account whatsoever how do I go about this to get my number back because I need this phone number so badly because I have everything attached to it that is important to me on computers for all my online stuff, so how do I get I back the phone number account with public mobile please help please!

Re: I lost access to my phone number account and my Gmail account

darlicious — Tue, 24 Jan 2023 06:38:35 GMT

@MikeyMike

Oh geez...that sucks! Do you have 2FA enabled on your self serve account?

Re: I lost access to my phone number account and my Gmail account

BKNS27 — Tue, 24 Jan 2023 06:55:41 GMT

@MikeyMike

You should contact a CS_Agent to Blacklist your phone once your credentials are confirmed. You will need your security PIN and they will look into it for you.

Re: I lost access to my phone number account and my Gmail account

HALIMACS — Tue, 24 Jan 2023 11:06:47 GMT

@MikeyMike

The first thing you should do is ensure any financial institution login credentials are secure.

Then you should try to log into your self service account and set this device up as "lost and stolen".

Then you can order a SIM card or pick one up from telus, koodo, or mobile klinik location and once you have a device for it, you can change the SIM card attached to the account, also in your self-service account.

Then you can remove the Lost/stolen designation.

If you require assistance from customer support to access self-serve due to compromised login credentials, here's how to reach them:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: I lost access to my phone number account and my Gmail account

esjliv — Tue, 24 Jan 2023 12:35:40 GMT

Sorry to hear this @MikeyMike

Some articles to review here:

See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone
See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

Although, since you cannot access your My Account right now, you may need to contact CSA as per @HALIMACS post for assistance to list your phone lost/stolen.

If you already obtained a new SIM card, and since you cannot access My Account, you may click here to directly request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: I lost access to my phone number account and my Gmail account

WolverineCaz — Tue, 24 Jan 2023 14:18:38 GMT

I'd start with my email accounts and try to do the ''forgot my password'' so that whoever stole it can't log in. I doubt he could get through any security questions. Personally, I'd also flag it to the local police since it was stolen. It's a long shot but it could turn up.

Re: I lost access to my phone number account and my Gmail account

softech — Tue, 24 Jan 2023 15:15:07 GMT

@MikeyMike

you have opened a ticket with PM support yet ? Message them

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Also, you might want to try your luck with the Findmy service to remotely lock and wipe the phone (although it could be too late at this point)

Apple: https://www.apple.com/ca/icloud/find-my/

(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Re: I lost access to my phone number account and my Gmail account

gpixel — Tue, 24 Jan 2023 15:50:21 GMT

this is one of the downfalls of 2fa... hopefully this person didn't change the profile information... I wouldn't spend too much time on just trying to get the number back. start calling your banks etc. and remove the 2fa on the accounts so the user can't use that option to infiltrate

Re: I lost access to my phone number account and my Gmail account

Tsawwassen — Tue, 24 Jan 2023 17:08:00 GMT

You should ASAP remotely lock and erase your phone--

(1) Android device via the Find My Device app Use Gmail credentials to sign in to google.com/android/find from a web browser and select SECURE DEVICE. You'll then be prompted to set a new lock screen password.

(2) For Iphone –

Turn on Lost Mode or lock a device

In Find Devices on iCloud.com, click All Devices, then select the device you want to put into Lost Mode or lock. ...
Click Lost Mode or Lock.
Erase device

Re: I lost access to my phone number account and my Gmail account

darlicious — Tue, 24 Jan 2023 21:16:47 GMT

15 hours and not a peep from the OP who was online when I first replied and when @BKNS27 responded?

@MikeyMike

We can't help you if you don't respond? Hopefully you've averted a financial disaster.

Edit:

This is why I don't like that pm removed the security question and answer in favour of 2FA. The self serve account would still be safe if the security question/answer is not obvious.

Re: I lost access to my phone number account and my Gmail account

MikeyMike — Fri, 27 Jan 2023 07:26:18 GMT

The problem is I didn't have a screen lock and my phone's screen was always on so whoever got it changed all my passwords to everything and I can't access it whatso ever because I had some money on all my accounts it's very unfortunate even my bc lotto account all my emails all my Bitcoin accounts everything so unfortunite