topic LOST SIM in Get Support

LOST SIM

mtim20001 — Fri, 27 Oct 2023 15:26:16 GMT

Hello everyone,

Need help. My family's member lost PM's SIM card during travel. We were unable to login into the Account. the only options on "Resend Code" are: Send via Text or Send via Voice Message. Does not matter how many time we click "Resend the Code" or types incorrect codes, no "Send via Email" option shows up.

Can support help with this ?

Thanks.

Re: LOST SIM

kb_mv — Fri, 27 Oct 2023 15:32:05 GMT

@mtim20001

Contact a Customer Service Rep, you can send them a private message at the link below. Hopefully they can help you out.

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

You should receive a reply within 48 hours though they are typically much faster. Keep an eye on the envelope icon for replies.

Re: LOST SIM

mtim20001 — Fri, 27 Oct 2023 15:33:52 GMT

Thank you. I will do that.

Re: LOST SIM

HALIMACS — Fri, 27 Oct 2023 15:39:03 GMT

@mtim20001

you should be presented with an option which reads "didn't get the code?"

If you tap on that it will give you the option to receive it through the registered email on the account

Re: LOST SIM

HALIMACS — Fri, 27 Oct 2023 15:41:31 GMT

@mtim20001

After you've regained access to the self-serve through that option, place the account in "Lost /stolen mode" then acquire a new PM SIM card either at a corporate Telus or Koodo location and you can change the associated SIM card attached to the account in your profile tab in self-serve.

This way you retain the number and the account particulars as opposed to creating a whole new account and starting from scratch and losing the number.

After you change the associated SIM card number, remove the account from the Lost/stolen designation.

Re: LOST SIM

mtim20001 — Fri, 27 Oct 2023 15:54:18 GMT

I don't see this option: "didn't get the code?".

Clicking on 'Resend Code" show me this:

Waiting on timer to expire shows "Code Expired"

Entering invalid code more than 3 times results in empty screen

Tried in Chrome and Firefox both in Private/Incognito modes.

I sent Private message as suggested by @kb_mv