topic Re: SIM card swap in Get Support

SIM card swap

winonacardinal2 — Wed, 22 Feb 2023 10:23:26 GMT

For some reason it won’t save my changes when I enter the new SIM card # , but when I save my changes to my name it saves .. I bought a new sim card because I lost my phone an have to get new one

Re: SIM card swap

HALIMACS — Wed, 22 Feb 2023 10:36:31 GMT

@winonacardinal2

Many users have found greater success when doing this on a desktop or laptop device.

After doing it, log out, clear cache and cookies and login using incognito tab. You might notice that the changes were in fact saved.

Also, try tapping the highlighted area when logged into self-serve for a refreshed page version:

Re: SIM card swap

HALIMACS — Wed, 22 Feb 2023 10:44:28 GMT

@winonacardinal2

Additionally, if by chance you set your account to lost/stolen mode, make sure to remove that designation when updating the SIM card number on file

Re: SIM card swap

Handy1 — Wed, 22 Feb 2023 11:28:55 GMT

@winonacardinal2 This has to be done on a computer sign into self serve and go to profile tab and swap SIM card thru quick links

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

if your still having issues you can ask support to help help you do this as well

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: SIM card swap

esjliv — Wed, 22 Feb 2023 12:45:11 GMT

@winonacardinal2 - can you bring your account status to Active, then proceed with SIM swap? You may need to make a manual payment to do so if you are past your renewal date.

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: SIM card swap

HALIMACS — Wed, 22 Feb 2023 13:42:53 GMT

Specifically @winonacardinal2 :

How To Change Your SIM Card

In order to change the SIM card associated with your 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 your My Account
Select ‘Update SIM Card’, and in the ‘Change SIM Card Number’ section enter your new SIM card number
In case you have not performed two-factor authentication at login, you will be prompted to perform it now. Select ‘Phone’ or ‘Email’ for the desired mode of security verification.
Enter your Public Mobile phone number or Registered My Account email address and verify that you’re not a bot by entering captcha details.
Select ‘Send Code’ & enter the 6-digit security code sent to your phone number or email address.
Once you have verified your code, click “Save Changes” to complete your SIM card change, and you’re all set!

Re: SIM card swap

winonacardinal2 — Thu, 23 Feb 2023 10:31:03 GMT

My account is active I just need to activate my new SIM card with my same number I always had

Re: SIM card swap

HALIMACS — Thu, 23 Feb 2023 10:34:42 GMT

@winonacardinal2

Understandable.

Try the steps immediately above. If you need assistance from customer support accessing self-serve or completing this change, 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.