topic Re: Stolen in Get Support

Stolen

Sadie4 — Tue, 30 Jul 2024 17:05:34 GMT

My sister's phone was stolen we are both on public mobile I'm going thro my account obviously because hers is stolen we need to shut her account ASAP

Re: Stolen

TheSterlinger — Tue, 30 Jul 2024 17:14:21 GMT

@Sadie4

You can hold your service until you can get a new phone, you can do this by signing into your account, then profile look for Lost or Stolen Phone?. It will put your services on for 90 days and if you don't go back and reactivate your account will be deactivated and you will lose your number.

https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone

You can purchase a new SIM card from Public Mobile directly or from stores. To purchase from Public Mobile directly use this link. https://myaccount.publicmobile.ca/en/account/purchase-sim

When you get a new phone/eSIM then go back to that page reactivate your service. Then you can put in your new SIM card number by going to My account, profile and under the phone number tab you can change your SIM card number.
https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: Stolen

Phil_Adelphus — Tue, 30 Jul 2024 17:14:33 GMT

@Sadie4 Are you able to log in to her account? If she selects "Didn't Get the Code" at log in it should give an email option. If she can't lot in to mark the phone lost or stolen either open a ticket at the chat icon bottom right of this page or if that won't work send a private message to support at this link

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

Re: Stolen

Sadie4 — Tue, 30 Jul 2024 17:48:25 GMT

No matter what's she tries it just says user locked out

Re: Stolen

Sadie4 — Tue, 30 Jul 2024 17:52:09 GMT

How can I put my service on hold if they won't let me in

Re: Stolen

hTideGnow — Tue, 30 Jul 2024 17:54:15 GMT

HI @Sadie4

no reason they won't let you. If it is the 2FA problem as you don't have the phone, click Didn't receive and then select Send Email

if you still cannot get the 2FA and unable to suspend for Lost/Stolen, then ask support agent then help. Message them here:

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