topic Re: How to recover phone number from a lost device in Get Support

How to recover phone number from a lost device

rringasm — Tue, 28 May 2024 22:01:48 GMT

Hi everyone!

My dad just lost his phone at an airport in Korea. He can't login in to his Public Mobile account since the verification code gets sent to his old phone. Is there any way he can get back his phone number?

Thank you 😊

Re: How to recover phone number from a lost device

softech — Tue, 28 May 2024 21:46:04 GMT

@rringasm yes he can

he can access my account by using email to receive 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)

To get the service back with the same phone number, he needs to get a new 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, you can replace the sim card from either the browser or the app.

To update it from the browser:

login My Account to request Change Sim card
(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.

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 )

If you are updating via the app

login and go to Account page
(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)

click Change your Sim card and update your sim card number there

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good

Re: How to recover phone number from a lost device

adamz — Wed, 29 May 2024 00:24:01 GMT

I have the same issue. I am only seeing the code sent to the phone number. There is no option to select email.

Re: How to recover phone number from a lost device

softech — Wed, 29 May 2024 00:37:24 GMT

@adamz

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID and open up the Send Email option

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 none of those workarounds helps, please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
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: How to recover phone number from a lost device

RavingRaven — Wed, 29 May 2024 05:05:20 GMT

@rringasm @adamz

Does it give you the voice call option? Do you know the voicemail PIN #? If so get it sent to voicemail. Have a paper and pen ready. The 6 digit code will be repeated as the first recording of the 6 digit code often cuts out the first digit of the code.

When calling voicemail from a different phone after calling your phone # press "*" once voicemail connects and enter the voicemail PIN# chosen when voicemail was set up. Follow the prompts to listen to the voicemail messages.