topic Re: New SIM card in Get Support

New SIM card

kpattermom — Sun, 12 Feb 2023 21:40:00 GMT

I have put a new SIM card in my sons phone and we have entered the new number in the profile but it won’t save changes

His phone has no service yet

Re: New SIM card

HALIMACS — Sun, 12 Feb 2023 21:43:44 GMT

Was this being done on an active account, @kpattermom

Try doing in an incognito or private tab. Also, you might find that a desktop or laptop device works better for these account changes.

You could be seeing cached information.

Re: New SIM card

esjliv — Sun, 12 Feb 2023 21:42:40 GMT

@kpattermom - did you go through the SIM card activation found here: https://publicmobile.ca/en/on/portal/activation

If you did activate the SIM card successfully and were charged for the plan you choose, try the SIM card into another working phone to rule out a device issue.

Re: New SIM card

esjliv — Sun, 12 Feb 2023 21:46:06 GMT

@kpattermom - oh, after rereading your post...since you said Profile, than you performed a SIM-SWAP on your My Account...ok.

If the account is in lost/stolen status ensure you go back and reactivate services; or Suspended, then go and make a manual payment to reactivate the account. Edit, then do the SIM-SWAP again if the number is not updated.

Once Active, try logging out then back in. And restart the phone with the SIM Card inside.

Re: New SIM card

kpattermom — Sun, 12 Feb 2023 21:46:01 GMT

we followed all the instructions to activate the new SIM # but it will not save the changes

Re: New SIM card

esjliv — Sun, 12 Feb 2023 21:47:40 GMT

@kpattermom wrote:
we followed all the instructions to activate the new SIM # but it will not save the changes

@kpattermom if issues persist and you cannot complete these actions yourself, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: New SIM card

softech — Sun, 12 Feb 2023 21:47:41 GMT

@kpattermom replacing sim card in existing account? did you do it on the phone or tablet??

There is a problem is you use the phone to change sim number, you need to use Desktop or laptop to complete it. If you used mobile phone to request change sim card , please login using desktop or laptop , check if the new sim card number is there. If not, re-request change sim card again using the computer

Re: New SIM card

kpattermom — Sun, 12 Feb 2023 21:47:54 GMT

It is a public mobile account and we are trying to register a new SIM card in the phone

Re: New SIM card

HALIMACS — Sun, 12 Feb 2023 22:28:21 GMT

@kpattermom

In order to change the SIM card associated with an account, you must now verify your request through a one-time security code that will be sent via SMS or email. To change your SIM card, please follow the below steps:

Log into the My Account
Go to Plan and Add-Ons > Change SIM Card
Enter your new SIM card number
Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email, or via SMS to your phone number. If you do not have access to your phone or cannot receive SMS, please select the email option.
Check your email or phone for your security code, and input the code into the page
Click “Verify Code” (Please note: after 5 failed attempts to verify your security code, your account will be locked, and you will need to have your account unlocked and your SIM card manually updated by an agent by submitting a ticket.)
Once you have verified your code, click “submit” to complete your SIM card change.

Re: New SIM card

LoveNature — Sun, 12 Feb 2023 22:42:41 GMT

Hi @kpattermom

close all browser and clear cache/ cookies/ open inPrivate mode,from computer. Login

followed the instructions to change the new SIM card number: http://publicmobile.ca/en/on/get-help/articles/sim-swap

and get verification code choose by email for SIM Swap.

Re: New SIM card

hycm53 — Mon, 13 Feb 2023 11:26:56 GMT

@kpattermom wrote:
It is a public mobile account and we are trying to register a new SIM card in the phone

Try put sim card into your cell phone, if sim card works on your phone, then there is a issue on your son's phone. If your son's phone is not brand new , make sure your son's phone is not in blacklist:

https://www.devicecheck.ca/check-status-device-canada/