topic Lost my phone in Get Support

Lost my phone

kimfrancis — Sun, 01 Sep 2024 01:33:40 GMT

My husband lost his phone in a lake so we had to order another phone and sim I try to get into his account but the darn code goes to a phone he no longer has. And has no email address so what do I do to set up his new sim card to a new phone?

Re: Lost my phone

BKNS27 — Sun, 01 Sep 2024 01:21:00 GMT

@kimfrancis

You can have the 2FA code sent by email. If there are no options for email and only texting and calling.
He needs to contact a CS_Agent by clicking on the Chat bubble and type in Submit a Ticket or Contact Agent for them to help him access his account.

When creating an account…an email address is required. So how did he activate his SIM?

Re: Lost my phone

eddieO — Sun, 01 Sep 2024 01:22:18 GMT

@kimfrancis with no phone to receive code and no email to access you're going to need help from a CS agent.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Lost my phone

RavingRaven — Sun, 01 Sep 2024 04:01:20 GMT

@kimfrancis

Do you know the voicemail pin#? If so click on "Didn't get code?" And choose voice message. Then call the 10 digit phone # and press "*" once voicemail picks up and enter the pin# to access voicemail services.

The 6 digit code gets repeated if you miss any of the 6 digit code the first time. Copy down the 6 digit code and once you have confirmed it's correct delete the voice message.

Re: Lost my phone

computergeek541 — Sun, 01 Sep 2024 14:12:45 GMT