topic Re: Lost SIM card in Get Support

Lost SIM card

Utopie58 — Tue, 01 Aug 2023 09:07:28 GMT

I lost my SIM card and I am unable to request a new one. I have EversafeID on that prevents me from logging onto my account and even community (I had to use a different email to register to join). It keeps sending me a code when I try to log in to self serve but, obviously, I cannot receive it since I don’t have access to my number. What can I do? I tried requesting it using the chat to no avail (because I don’t have access to my phone)

Re: Lost SIM card

Handy1 — Tue, 01 Aug 2023 09:22:37 GMT

@Utopie58 to log into your account .Try tapping resend code a few times you should get option to send code to email instead if no luck please submit ticket with support to help you re-gain access . You will need to call around to local Telus Koodo store for availability of PM SIM card or order one from Amazon . and once logged in to your my account go to profile page and SIM card swap the sim number like this

SIM SWAPPING profile tabs

Note only do this on lap top or computer/ not mobile device

or once you have the SIM card in hand you. Can ask support to sim swap the number for you

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Lost SIM card

softech — Tue, 01 Aug 2023 11:47:06 GMT

@Utopie58

you do not use this new id to "activate" the sim card. You need to log back in using the old one and make a change sim card request

For login, no worry, there are way to get back in:

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: Lost SIM card

Utopie58 — Tue, 01 Aug 2023 12:52:42 GMT

Thank you, I managed to long on!