topic Re: New account in Get Support

New account

Mona4 — Fri, 29 Mar 2024 15:25:06 GMT

My daughter had her phone stolen and has been unable to access her PM account despite days of messaging with a CS agent. Can she open a new account using a different email address? I’m thinking this may be the only way to get her service through PM.

Re: New account

hTideGnow — Thu, 28 Mar 2024 19:59:56 GMT

HI @Mona4

don't , or she won't get to keep the same number

did you check the community inbox for pm agent's reply? check https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

and did you try to login with email to receive 2FA? if you can login that way, you can update the sim card yourself. All you need to do is to click Didn't receive code on that screen, then click Send email

if you cannot login message agent again for help and keep checking your community inbox

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

Re: New account

Mona4 — Thu, 28 Mar 2024 20:19:57 GMT

I’ll check to see if CS has a solution. The 2FA is sending a code yo her stolen cell phone and she can’t find a way to request that it be sent to email

Re: New account

will13am — Thu, 28 Mar 2024 20:25:21 GMT

@Mona4 wrote:
I’ll check to see if CS has a solution. The 2FA is sending a code yo her stolen cell phone and she can’t find a way to request that it be sent to email

@Mona4 , if you request for the code to be resent you will get an option to receive it via email. I think it would best that you have the account locked down via lost/stolen phone option and then replacing the SIM card. This way you keep the existing phone number.

Re: New account

et4 — Thu, 28 Mar 2024 20:54:57 GMT

have the same issue phone stolen email contact sympatico adress not in use

bought new sim card how do iget into the account and tranfer number to the new sim card

Re: New account

et4 — Thu, 28 Mar 2024 20:58:58 GMT

have the same issue and cant access account by email. old sympatico address

the account is under my name but no way to authenticate

Re: New account

Dunkman — Fri, 29 Mar 2024 15:27:21 GMT

@et4 wrote:
have the same issue and cant access account by email. old sympatico address
the account is under my name but no way to authenticate

@et4

You will then need to contact customer service agent:

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

Check your private message inbox for reply. Usually takes a few hours for response.