topic Re: Sim card lost and cannot receive confirmation code to log in my account in Get Support

Sim card lost and cannot receive confirmation code to log in my account

TPliu — Mon, 10 Jul 2023 14:01:33 GMT

Hi there,

I cannot find my sim card. So I decide to buy a new one to replace it. But I cannot log in my account because I cannot receive the confirmation code to the phone number. And I didnot registerter the trust device either.

How can I skip the procedure for the code?

Thanks!

Re: Sim card lost and cannot receive confirmation code to log in my account

Handy1 — Mon, 10 Jul 2023 14:05:51 GMT

@TPliu Tap resend a few times you should get an option to send code to email instead . If all else fails please

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Sim card lost and cannot receive confirmation code to log in my account

TPliu — Mon, 10 Jul 2023 14:08:40 GMT

I used another account to log in. I have two phone numbers in public.

Re: Sim card lost and cannot receive confirmation code to log in my account

Handy1 — Mon, 10 Jul 2023 14:12:17 GMT

@TPliu But both phones lines have its own email

adding so long as you know the credentials for both accounts to verify you can log into ether account to contact support and fix the appropriate account that’s having issues

Re: Sim card lost and cannot receive confirmation code to log in my account

esjliv — Mon, 10 Jul 2023 14:12:20 GMT

@TPliu - was the sim card you lost activated that you paid for with a subscription / plan? Or did you lose a non-activated card?

If you didn't have a paid plan attached to this sim card than you have no My Account to get access to.

If this was a SIM Card with a subscription/plan attached, than try entering the code incorrectly a few times, that should also give you an email option.

Once logged into My Account:

See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

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

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

typo

Re: Sim card lost and cannot receive confirmation code to log in my account

softech — Mon, 10 Jul 2023 14:11:45 GMT

@TPliu

Yes, PM system is one email for one account. So, you must have a second email associated with this second line.

Please message support and ask them to lookup the email used for you

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Sim card lost and cannot receive confirmation code to log in my account

esjliv — Mon, 10 Jul 2023 14:16:45 GMT

@TPliu wrote:
I used another account to log in. I have two phone numbers in public.

@TPliu - are you talking about logging into the Community (where you are now), OR logging into My Account? These are 2 different distinct areas of login and need to be set up or rather linked if they have not been before.

Re: Sim card lost and cannot receive confirmation code to log in my account

esjliv — Mon, 10 Jul 2023 14:18:06 GMT

@softech - why would @TPliu need customer support?

Couldn't they just use the 'Forgot your email' option here to "lookup the email used"?

Re: Sim card lost and cannot receive confirmation code to log in my account

softech — Mon, 10 Jul 2023 14:21:05 GMT

@esjliv OP lost the sim, so, cannot receive text from Frogot password

Re: Sim card lost and cannot receive confirmation code to log in my account

esjliv — Mon, 10 Jul 2023 14:24:10 GMT

@softech wrote:
@esjliv OP lost the sim, so, cannot receive text from Frogot password

@softech I said Forgot Email. I just used this feature and it didn't go to my phone, it went to my email.