topic Re: Need urgent help in Get Support

Need urgent help

JeffHFX — Thu, 08 Feb 2024 03:38:37 GMT

My wife has lost her phone and can't log in to her account without her phone to provide the 6 digit code. The link to open a support ticket with public mobile is not working. We want to suspend the service to this phone ASAP. Should I put a stop payment from the credit card linked to the phone at this point? Or can an agent contact me here?

Re: Need urgent help

Dunkman — Wed, 07 Feb 2024 14:56:23 GMT

@JeffHFX

You can ask the website to resend the code again. Then it should offer the option of email 2FA code. Once you get into the account, you can report your phone lost.

https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

Re: Need urgent help

Cheetah24 — Wed, 07 Feb 2024 15:03:56 GMT

@JeffHFX : As for contacting a support agent you can do so via the following link; https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

It should open a direct message with the service agent.

Re: Need urgent help

JeffHFX — Wed, 07 Feb 2024 16:00:40 GMT

Thanks to everyone!

Re: Need urgent help

JeffHFX — Wed, 07 Feb 2024 16:26:53 GMT

So after reporting the phone as stolen to Public Mobile, what is the process of getting a new SIM card with the same phone number? I would like to get this going as soon as possible. I appreciate everyone's help!

Re: Need urgent help

hTideGnow — Wed, 07 Feb 2024 16:31:25 GMT

hi @JeffHFX

get the new PM sim card form Telus or Koodo store

then login My Account, using the email to recevie 2FA code. When you are logged in, to to Profile page, click the pencil beside sim card to update the sim card number to the new one

if you still cannot login to update the sim card number, just submit a ticket with CS agent. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437