topic Re: Lost Sim in Get Support

Lost Sim

Rabiaz — Wed, 11 Oct 2023 17:00:37 GMT

I have lost my phone and want to replace my sim but want to keep the same number as I use it for my CRA login etc.

Can I get the same sim reissued to my address. Urgent help needed

Re: Lost Sim

will13am — Wed, 11 Oct 2023 17:03:32 GMT

@Rabiaz , please use incognito mode on your browser when updating the SIM card number. It should work.

Re: Lost Sim

BKNS27 — Wed, 11 Oct 2023 17:07:27 GMT

@Rabiaz

You should pickup a new SIM from your local Telus/Koodo store then login to your account and go to the Profile section and click on Change SIM Card Number.

When login to your account click on Resend Code/Didn’t Receive Code and you will have the option to have the 2FA code sent by email.

Re: Lost Sim

Rabiaz — Wed, 11 Oct 2023 17:06:57 GMT

But I want the number to be same, will I be able to update the same number? will I need to cancel my subscription?

Re: Lost Sim

Rabiaz — Wed, 11 Oct 2023 17:07:38 GMT

So just update my old number? will I need to cancel my subscription?

Re: Lost Sim

HALIMACS — Wed, 11 Oct 2023 17:09:53 GMT

@Rabiaz

first, go into your account and mark your device as lost/stolen.

Then acquire a new Public Mobile Sim card, then go into self-serve profile and update the Sim number associated with your account.

Then go back under the lost/stolen, designation and reverse what you did initially.

Re: Lost Sim

will13am — Wed, 11 Oct 2023 17:08:13 GMT

@Rabiaz wrote:
But I want the number to be same, will I be able to update the same number? will I need to cancel my subscription?

Your phone number won't be affected. When you have a new SIM card, go to your online account, under the profile tab you will see the current SIM number, just do a number update using the new SIM and you are good to go.

Re: Lost Sim

Rabiaz — Wed, 11 Oct 2023 17:09:34 GMT

Oh great. so I don't need to cancel my subscription or anything

Re: Lost Sim

BKNS27 — Wed, 11 Oct 2023 17:09:50 GMT

@Rabiaz

Once you change the SIM card number everything will be switched over to the new SIM.

Don’t cancel your subscription because you will need to pick a new number as your old number is linked to your old account.

Re: Lost Sim

HALIMACS — Wed, 11 Oct 2023 17:11:14 GMT

@Rabiaz

Definitely do not cancel the account or you will lose the number.

But you will want to mark as lost/stolen as I outlined earlier.

Re: Lost Sim

will13am — Wed, 11 Oct 2023 17:15:37 GMT

@Rabiaz wrote:
Oh great. so I don't need to cancel my subscription or anything

@Rabiaz , there is no need to change subscription, you just need to enter the new SIM card number into the account and insert the SIM into the phone. Everything else remains the same.

Re: Lost Sim

hairbag1 — Wed, 11 Oct 2023 17:26:16 GMT

@Rabiaz

get a replacement sim, then log in to your account and do this to change the sim number. You'll still have the same phone number as you had...