topic Re: lost phone in Get Support

lost phone

Ryjacq11 — Thu, 24 Aug 2023 14:17:05 GMT

Lost my phone in halifax basin.

Have a new phone and SIM however when I try to log into my account the self serve system wants to send a verification code to my old phone, which I obviouly cant get. How can I get into my account so that I can change the SIM card to reflect my exisitng number.

Thanks

Re: lost phone

hTideGnow — Mon, 21 Aug 2023 15:20:04 GMT

HI @Ryjacq11

you were correct to login My Account to change sim

To get the security code, at that screen, click "Didn't receive code?" and then select Send email

if the option is not there, then just submit a ticket with CS agent here and they can help with sim card change :

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

Re: lost phone

BKNS27 — Mon, 21 Aug 2023 15:26:18 GMT

@Ryjacq11

When you try to login to your account, click on Resend Code and have the 2FA code sent by email.

Re: lost phone

Handy1 — Mon, 21 Aug 2023 15:37:29 GMT

@Ryjacq11 Try tapping resend code a few times you should get option to send code to email instead or reset password option can work also then once logged into your my account you SIM card swap the sim like this or get support to help you

SIM SWAPPING profile tabs

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

link to support

private message To CS_Agents click

VVVVV Link below VVVVV

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