topic Re: lost phone in Get Support

lost phone

Justin16 — Tue, 19 Sep 2023 01:53:05 GMT

ive lost my phone and have been locked out of account. got a new sim card and started a new account paid for first month and got a new number. phone isnt working as it wants to send a text to my old phone which is gone because its saying i have a joint account. No idea what to do

Re: lost phone

Chalupa_Batman — Tue, 19 Sep 2023 01:56:35 GMT

HI @Justin16

Here is how you can send the code to your email.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

You should now be able to get into your account.

If your code was going to the wrong number (an older phone number), do the following.

On your left hand side click on Profile.

Then you’ll see this on the screen.

Then click on Manage EverSafe ID.

The next page will allow you to change the phone number the 6 digit code goes to or even change your email address.

Re: lost phone

hTideGnow — Tue, 19 Sep 2023 01:56:51 GMT

HI @Justin16

you shouldn't activate a new account. you should have login My Account and change sim card

you still want to do that? if you are, you need to buy another new sim card, and also need to arrange to disable autopay on the new account (basically cancel the new account)

Re: lost phone

Handy1 — Tue, 19 Sep 2023 02:00:47 GMT

@Justin16 You need to get a new SIM card and log into your account and SIM card swap the number like this . Or get support to do it for you

SIM SWAPPING profile tabs

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

link for support

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: lost phone

BKNS27 — Tue, 19 Sep 2023 06:24:14 GMT

@Justin16

First reboot your phone by powering off then back on.

It is not possible to use the same email address when you activated the replacement SIM.

You must have activated the second SIM with a different email address…now you are paying for 2 plans. The old plan and the new plan.

You will need to login to the first plan and click on Resend Code/Didn’t Receive Code and there is an option to send the 2FA code by email you used for the first account. Once you are login to your first account, disable AutoPay/Subscribe in the Payment section and it will cancel after 90 days of nonpayment.

The 2FA code for your second account will be sent to the new number you picked or you can have it resent to the new email address you used for the second account.