topic Re: Customer Support Agent- swap the SIM in Get Support

Customer Support Agent- swap the SIM

Dany_Dany2023 — Thu, 27 Jul 2023 00:55:27 GMT

I bought a new SIM card. I need assistance to swap it ( to get my phone number & my contract back). Thank you

Re: Customer Support Agent- swap the SIM

softech — Thu, 27 Jul 2023 00:57:30 GMT

@Dany_Dany2023

first, the contacts is saved on your phone and possibly backup on Cloud, so you have to check if you have any backup there. it is not something PM can help

With sim card, you can easily do it youself, just login to My Account, go to Profile page, click the pencil besides the sim card and update the sim number there

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: Customer Support Agent- swap the SIM

Dany_Dany2023 — Thu, 27 Jul 2023 01:15:03 GMT

I cannot LogIn. The identification code is sent as SMS to… my phone. But I do not have the old SIM 🤣 so I cannot get the code

Re: Customer Support Agent- swap the SIM

softech — Thu, 27 Jul 2023 01:16:43 GMT

@Dany_Dany2023

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: Customer Support Agent- swap the SIM

Dany_Dany2023 — Thu, 27 Jul 2023 01:40:22 GMT

Thank you. I contact the Customer Support Agent and all is good now. Thank you for assistance. Best regards