topic Re: Lost sim in Get Support

Lost sim

Laiba1 — Wed, 19 Jun 2024 22:31:30 GMT

Hi, I created an prepaid account and paid for a subscription package but I lost my sim & I’m unable to enter my account using my eversafe ID because it’s sending a verification code to a number that I lost the sim for.
How can I cancel this sim & add a number sim and sim and number & get a refund for the old one?

Re: Lost sim

RavingRaven — Wed, 19 Jun 2024 22:45:01 GMT

@Laiba1

You just need a new Sim card. Purchase one from a corporate Telus or Koodo store or Mobile Klinik (call ahead to make sure they stock PM Sim cards) for $10. Or order off Amazon or see if Canadian Cell Supplies have them in stock. (All are quicker than PM's shipping.)

Once recieved contact customer support to swap Sim cards in your account. Then you have service and access to your account back.

Re: Lost sim

Laiba1 — Wed, 19 Jun 2024 23:05:33 GMT

I’ve got a new sim; I’ve been trying to contact customer support but I can’t find any number or Email? How can I contact them?

Re: Lost sim

RavingRaven — Wed, 19 Jun 2024 23:09:47 GMT

@Laiba1

You can submit a ticket via the chatbot by clicking on the chat bubble at the bottom right or send a private message by clicking below:

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

Re: Lost sim

Laiba1 — Wed, 19 Jun 2024 23:23:34 GMT

Will this work if I get en e-sim on a new account? Can I get refunded for my old sim after?

Re: Lost sim

computergeek541 — Wed, 19 Jun 2024 23:27:13 GMT

@Laiba1 wrote:
Will this work if I get en e-sim on a new account? Can I get refunded for my old sim after?

Sorry, but repalcement physical SIM cards aren't free.

Re: Lost sim

Laiba1 — Wed, 19 Jun 2024 23:29:49 GMT

But I paid for subscription, if u buy a new sim through the app do I need to buy need subscription as well?

Re: Lost sim

Phil_Adelphus — Wed, 19 Jun 2024 23:49:36 GMT

@Laiba1 No you don't need a new subscription if you already paid for a plan, you just need to change the sim on the account. The sim cost is separate from the plan. The original sim with a new account is free at the moment but not a replacement when it got lost. If you prefer an esim is your phone compatible?

Re: Lost sim

Laiba1 — Wed, 19 Jun 2024 23:51:51 GMT

Yes my phone is e sim compatible, how can I get an e sim without paying for the subscription again?

Re: Lost sim

RavingRaven — Wed, 19 Jun 2024 23:59:25 GMT

@Laiba1

E-sims are $5 but you need to access your account to buy an e-sim. If you have a new Sim card just get it swapped out. Just bite the bullet of the $10 because you lost your Sim card. You are creating more hassle for yourself than its worth to try and save a few dollars?

Re: Lost sim

Laiba1 — Thu, 20 Jun 2024 18:46:04 GMT

Ok I just got a new physical sim. I can’t get into my account to swap it; please tell me how to contact someone to change my sim number on my account

Re: Lost sim

hTideGnow — Thu, 20 Jun 2024 19:02:22 GMT

HI @Laiba1

an easy way is to just submit a ticket with PM agent and they will help

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

or if you have time , try to login My Account, on the security code page, click Didn't receive code and check if email option is there. Click send email to receive the code. When you are logged in, go to Profile, click on the pencil beside the sim card, then update the sim card number