topic Re: Help! unable to login and lost sim in Get Support

Help! unable to login and lost sim

Must11 — Mon, 20 Nov 2023 02:13:29 GMT

Hello,

I urgently need new sim with same number but I am facing the following issue.

My account from which I am subscribed is unable to login due to login code being sent to lost sim number. I created a second account for the purpose of seeking assistance here. please advise what to do once I purchase a replacement sim in terms of transferring my original number while not being able to log in to self serve

Re: Help! unable to login and lost sim

Handy1 — Fri, 17 Nov 2023 14:53:44 GMT

@Must11 get a new SIM card and get support to SIM card swap the number for you and you will be able to log in again with the new SIM card .

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: Help! unable to login and lost sim

hTideGnow — Fri, 17 Nov 2023 15:04:38 GMT

HI @Must11

did you try clicking "Didn't receive code?" and see if send email is an option there?

if not submit ticket with CS agent and provide them the sim number and they will help the swap

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

And you got the new sim already? If not, get a PM sim from Telus or Koodo store

Re: Help! unable to login and lost sim

maximum_gato — Fri, 17 Nov 2023 15:24:34 GMT

@Must11

Have you previously created your eversafe ID? If so and @hTideGnow 's suggestion does not produce the email option try entering your email and use the "forgot password" option and send that code to your email. Reset your password. Clear your browser and/or pm app cache. Login with your new password. When the code is sent to your phone # enter 4x6 digit random incorrect codes submitting each one in quick succession. This should bring up the email option along with the voice and text options.

It's also possible to use the voice option by calling your phone number after choosing that option. Once the call connects to voicemail press "*" and enter your voicemail pin #. Have a piece of paper and pen ready. The code is given very quickly and repeated once. Often the first one will be missing the first couple of digits or even the entire code but you should be able to hear the complete code when it's repeated. Once you are sure you have written it down correctly delete the message. If you do not have a voicemail pin # set up on your voicemail do not use this option for security reasons.

Re: Help! unable to login and lost sim

Yummy — Fri, 17 Nov 2023 16:31:26 GMT

If you did not receive or cannot receive your 2FA code by SMS - Click on: ‘Didn’t get a code’ and you will get more options. Chose email.

When you gain access to your account AND have new SIM do SIM swap going to Profile then - Change SIM number