topic New Sim card in Get Support

New Sim card

usiahhaisu__ — Fri, 14 Jul 2023 16:09:11 GMT

Hi, I lost my old phone registered with my phone number and old Sim card. I got a new Sim card installed into my new phone and I am trying to register it with a new Sim card. However, to log back into my public mobile account to register the new Sim card, it is asking me for a verification code sent to my old device and phone number that I no longer have access to. I'm wondering if I can use a different method to verify my account, or if there's another way to log into my account or register my card? Thanks!

Re: New Sim card

softech — Fri, 14 Jul 2023 16:11:36 GMT

@usiahhaisu__ Make sure you are trying to login My Account using the same email address as before. You will be logging into My Account and then tie the new sim card to your My Account

PM just changed to a new EverSafe login system and you need to complete the setup on this new system.

Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If you have not created an EverSafe id yet, you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS. (Sending the code to email would not be a choice until EverSafe id is fully setup)

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support by direct message here:

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: New Sim card

hTideGnow — Fri, 14 Jul 2023 16:15:48 GMT

HI @usiahhaisu__ you should be able to get the verification code via email. Click Resend Code and then Send email

After you logged in back to My Account, go to Profile page, and you can update the sim card there. Click the Sim card number, you can put the new sim card number to replace the old one

Re: New Sim card

Yummy — Fri, 14 Jul 2023 16:17:51 GMT

You have to do SIM swap, not 'register'. 'Register' would mean creating new account...

Go to Profile and there you have:

- Change phone number
- Change SIM number
- Transfer Phone Number