topic Re: Stolen Phone in Get Support

Stolen Phone

MC06 — Wed, 28 Feb 2024 21:42:55 GMT

Hello,

My mobile phone was stolen and I am unable to login to my account to put it on pause. I purchased a new Public Mobile sim card I want to transfer my number to. Thank you.

Re: Stolen Phone

Handy1 — Wed, 28 Feb 2024 21:50:51 GMT

@MC06 Do you see the little message bubble bottom of the screen to the right ? Tap it and submit ticket with support

Re: Stolen Phone

softech — Wed, 28 Feb 2024 22:02:24 GMT

@MC06

If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email)

After you logged in, unsuspend first if you have suspended your service earlier.

Then go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )
After the sim card is updated, wait 5 mins, then reboot your phone and it should be good

Re: Stolen Phone

MC06 — Wed, 28 Feb 2024 22:09:46 GMT

Locked out of email as it has 2FA as well.

Re: Stolen Phone

MC06 — Wed, 28 Feb 2024 22:10:55 GMT

Thank you, I'll make a ticket.

Re: Stolen Phone

Meow — Wed, 28 Feb 2024 23:02:59 GMT

Why you cannot log in? You do not need phone in order to log in. Select email to receive a code.

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.