topic Re: how to activate a replacement SIM card (original card was lost) in Get Support

how to activate a replacement SIM card (original card was lost)

luca- — Fri, 30 Jun 2023 22:21:43 GMT

Mi kid lost their sim card. We have purchased a replacement, but in order to activate it we need to login into their account. In order to login, you need a working phone as you can only pick text or VM as 2FA method. Chat suuport also requires logging in. Is there a phone number one may call for customer support?

Re: how to activate a replacement SIM card (original card was lost)

hTideGnow — Fri, 30 Jun 2023 22:43:17 GMT

HI @luca- Yes, you are right, you need to login to My Account, then go to Profile page and then click the SIM card number to change sim card

Yes, with the current new system, if you have never login before, you cannot because you lost the sim

but you can submit a ticket with PM agent, they will help to replace sim on your existing account and/or help you to get the login to My account setup on the new login system.

Please submit a ticket with agent here:

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

Re: how to activate a replacement SIM card (original card was lost)

BKNS27 — Sat, 01 Jul 2023 00:48:05 GMT

@luca-

If you click on Resend Code…it will give you the option to send the 2FA code by email, text or calling.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-EverSafe/td-p/984611

Re: how to activate a replacement SIM card (original card was lost)

luca- — Sat, 01 Jul 2023 15:57:24 GMT

thank you for the replies 🙂 The workaround was to click on reset password, and after the password was successfully changed, click on send code (will send a text that is not useful), then click on resend code, just as @BKNS27 suggested. That allows email for sending the 2FA PIN. It should not be this hard 🙂 I see many other users are stuck with this issue all the time. Luckily we had login into the account before... Maybe put a link to send 2FA by email as a choice to start with?

Re: how to activate a replacement SIM card (original card was lost)

hTideGnow — Sat, 01 Jul 2023 16:00:59 GMT

hi @luca-

so, new sim is good and running now? Great

Re: how to activate a replacement SIM card (original card was lost)

luca- — Sat, 01 Jul 2023 16:07:11 GMT

yes, all good, just took a while to solve the old chicken and egg problem 🙂 It's very easy to set the new SIM number, after one is able to log in. Thank for you support