topic Re: stolen SIM card in Get Support

stolen SIM card

SovereignD — Wed, 03 May 2023 00:35:20 GMT

Stolen SIM card, not able to receive SMS to log into account, also the email is old / non functioning. I would like to cancel the old SIM, buy a new SIM card, and keep the same phone number. cheers

Re: stolen SIM card

HALIMACS — Wed, 03 May 2023 00:40:05 GMT

@SovereignD

get a new Sim card at a Telus, Koodo, or mobile clinic location.

Then ask support to add it. 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: stolen SIM card

softech — Wed, 03 May 2023 00:49:16 GMT

@SovereignD

If you have not done so, you might want to first supsend your service first until you got a replacement sim card;

Then get a Public Mobile sim card from

local Telus or Koodo stores: https://publicmobile.ca/en/on/store-locator (call ahead and confirm availability )
Amazon.ca:
https://www.amazon.ca/gp/product/B07R6P5KBB/ref=ox_sc_act_title_1?smid=AD2L5SKHPCC6Q&psc=1 (Free Prime 1-2 weeks shipping)
PM online: https://www.publicmobile.ca/sim-card (Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, go to My Account from ONLY a desktop or laptop computer to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet won't work)

After you logged in, unsuspend first if you have suspended your service earlier.

Then click Quick Links on the top right and select Change Sim card and follow the steps

And for your lost phone, maybe you can use the FindMy service to locate the phone and try a remote wipe

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: stolen SIM card

BKNS27 — Wed, 03 May 2023 01:06:09 GMT

@SovereignD

If your account is still active, you can still use your old email and password. Sometimes you might have to have the 2FA code sent by text.
It happens to me a couple of time.

You will need contact a CS_Agent to have your email changed on your account and help you access your account to Change SIM Number.

You can buy a new SIM from a Telus/Koodo store store, Amazon.ca or Canadian Cell Supplies.