topic Re: Lost SIM card while traveling; how to get a new one? in Get Support

Lost SIM card while traveling; how to get a new one?

adilh — Fri, 12 Apr 2024 19:54:50 GMT

Hi there;

My mom lost her SIM card while travelling, so unable to get a OTP to log into account; how would we get a new SIM card?

Thanks,
Adil

Re: Lost SIM card while traveling; how to get a new one?

softech — Fri, 12 Apr 2024 19:56:45 GMT

Order a new sim card but not to "activate" the sim, instead, you want to link your sim card to your existing account so you can keep the phone number

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

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

Then get a Public Mobile sim card from

Amazon.ca: https://www.amazon.ca/gp/product/B06X9ZGDWG/ (Best and Quickest option, Free Prime next day shipping)
local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability )
PM online: https://www.publicmobile.ca/sim-card (Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, go to My Account to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet might not work for some accounts, you might want to use make a change sim card request on a desktop or laptop computer )

(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

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: Lost SIM card while traveling; how to get a new one?

hairbag1 — Fri, 12 Apr 2024 20:05:24 GMT

@adilh

tell her to swing in to a local Mobile Klinik and buy the PM sim. OR...Amazon has'em also. Then, use direction provided to update her sim number...just do not try to start a whole different account.

Re: Lost SIM card while traveling; how to get a new one?

adilh — Tue, 16 Apr 2024 01:43:54 GMT

I can't seem to get to the lost phone option to bypass 2FA? It only asks to resend code; or make phone call.

I ordered a new sim and have that prepped to switch to. If we go to a public mobile location would that help?

Thanks,

Adil

Re: Lost SIM card while traveling; how to get a new one?

softech — Tue, 16 Apr 2024 01:53:32 GMT

@adilh wrote:
I can't seem to get to the lost phone option to bypass 2FA? It only asks to resend code; or make phone call.

I ordered a new sim and have that prepped to switch to. If we go to a public mobile location would that help?
Thanks,
Adil

@adilh

if you really cannot get the 2FA via email , Private message CS Agent for assistance :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Lost SIM card while traveling; how to get a new one?

adilh — Tue, 16 Apr 2024 02:57:54 GMT

Thanks for the guidance. The send email option is not there for me (even after pressing resend code multiple times).

I private messaged CS agent.

Thanks,
Adil

Re: Lost SIM card while traveling; how to get a new one?

softech — Tue, 16 Apr 2024 03:01:19 GMT

@adilh

while you wait for support to reply, Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If you can login, just go to Profile page, click the pencil beside sim card number to update