topic Stolen Phone in Get Support

Stolen Phone

Cale123 — Thu, 29 Feb 2024 02:52:41 GMT

Hello,

My girlfriend's phone was recently stolen. She is unable to log in to her account because every time she does attempt, it requires the input of a code which is sent to her stolen cell phone, making it impossible for her to log in.

What solutions are available?

Re: Stolen Phone

HALIMACS — Thu, 29 Feb 2024 03:01:06 GMT

@Cale123

Tap "didn't get the code?" and you'll receive an option to receive via email

Re: Stolen Phone

TheSterlinger — Thu, 29 Feb 2024 03:05:33 GMT

if you login using a computer or any other device, you will have an option to click didn’t receive code and send to email then you can sign in onto your account.

Once you sign into your account, click the drop-down error and click profile scroll all the way to the bottom and you’ll see report phone/stolen.

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

Re: Stolen Phone

Cale123 — Thu, 29 Feb 2024 03:53:30 GMT

We tried logging in through the computer but did not receive the option for "didn't receive code"

Re: Stolen Phone

Dunkman — Thu, 29 Feb 2024 14:48:49 GMT

@Cale123

You should see the following screenshots if you first login:

If you don't see that options, then you will need to submit a ticket for CSA help via the Chatbot.

https://www.publicmobile.ca/en/ab/get-help