topic Re: Lost phone and process to retaining the previous public mobile number in Get Support

Lost phone and process to retaining the previous public mobile number

jad2224 — Thu, 26 Jan 2023 21:26:28 GMT

Hi,

My son recent lost his phone which had a public mobile sim. He is not able to log in to his gmail account and also lost access to the public mobile account. We have used automatic payment linked to his debit card.

We now bought a new public sim card and phone. Please advise us how we can retain his old public number so he can gain his access to his gmail account.

Thanks in advance!

Re: Lost phone and process to retaining the previous public mobile number

esjliv — Thu, 26 Jan 2023 21:28:01 GMT

@jad2224

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

BUT, since you cannot access his My Account, perhaps submit a ticket this way to do so. And also request to get access back to his My Account. Click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: Lost phone and process to retaining the previous public mobile number

Handy1 — Thu, 26 Jan 2023 21:30:21 GMT

@jad2224 Do this on a computer swap sim number do not activate it

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

once your logged in again if you need help to change email you need support for that but first try using forgot password reset and try different emails you think you used to join on I initially and see if your email gets reset code

support

Getting support / submit ticket

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here

Or while your already here and logged in the community

you can send a private message to our CS_Agents by clicking here.

Re: Lost phone and process to retaining the previous public mobile number

hTideGnow — Thu, 26 Jan 2023 21:34:08 GMT

Hi @jad2224

since you son has no access to the email, you need to open ticket with PM CS agent to ask them to change the email login to another email address first. Maybe on the same ticket you can ask PM agent to change the SIM card on the account as well

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Lost phone and process to retaining the previous public mobile number

HALIMACS — Thu, 26 Jan 2023 21:36:39 GMT

@jad2224 wrote:
Hi,
My son recent lost his phone which had a public mobile sim. He is not able to log in to his gmail account and also lost access to the public mobile account. We have used automatic payment linked to his debit card.
We now bought a new public sim card and phone. Please advise us how we can retain his old public number so he can gain his access to his gmail account.
Thanks in advance!

@jad2224

Is there a reason you're unable to log into self-serve? Did you have two factor authentication set up to send an SMS to the device?

If so, follow @esjliv information to contact Customer Support to give you access to self-serve, and while they're at it, they can associate the new SIM card to the account.

If no 2FA is enabled, try logging in to the account using the e-mail account and password AFTER going incognito or private tab. It doesn't matter if the associated e-mail account is defunct as the e-mail address for log in here is simply a username and doesn't need to be associated with an operable e-mail account.

Re: Lost phone and process to retaining the previous public mobile number

computergeek541 — Fri, 27 Jan 2023 00:53:42 GMT

The removed post was a repeat of others from hours ago.

Re: Lost phone and process to retaining the previous public mobile number

jad2224 — Wed, 01 Feb 2023 17:10:15 GMT

Thanks so much for the suggestion!

Re: Lost phone and process to retaining the previous public mobile number

jad2224 — Wed, 01 Feb 2023 17:11:20 GMT

Thanks so much for the suggestion @hTideGnow

Re: Lost phone and process to retaining the previous public mobile number

jad2224 — Wed, 01 Feb 2023 17:11:58 GMT

Thanks so much for the suggestion @Handy1

Re: Lost phone and process to retaining the previous public mobile number

jad2224 — Wed, 01 Feb 2023 17:13:38 GMT

Thanks so much for the suggestion @esjliv . I was able to resolve the issue and retain the number.

Re: Lost phone and process to retaining the previous public mobile number

Handy1 — Wed, 01 Feb 2023 17:18:03 GMT

@jad2224 Yay glad you got it all sorted out