topic Re: lost phone in Get Support

lost phone

bbrent — Thu, 28 Nov 2024 12:59:11 GMT

I've lost my phone.

I need to login in to notify Public about the missing phone.

Can't login to My Account, since it's asking to send a 6 digit verification code to my phone - which is at the bottom of the river.

Catch 22. A dead end.

HELP!

Re: lost phone

hTideGnow — Thu, 28 Nov 2024 13:05:10 GMT

hi @bbrent

you can contact PM support by direct message:

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

in case you need to buy replacement sim card,

Buy a PM physical sim card from Telus or Koodo or Mobile Klinik stores or via Amazon:

Telus or Koodo or Mobile Klinik store https://www.publicmobile.ca/en/on/pick-up-SIM
Amazon.ca https://www.amazon.ca/Public-prepaid-postpaid-Activate-Allinone/

Re: lost phone

Dunkman — Thu, 28 Nov 2024 13:09:17 GMT

@bbrent

You should be able to login via 2FA email, instead of text.

Once you login with password, it will first send a 2FA text. Then it should have an option "didn't receive' code". Click on that link and you should be offered email option 2FA

Re: lost phone

bbrent — Thu, 28 Nov 2024 13:14:19 GMT

The web page doesn't have that option. It just says Resend Code, which just loops infinitely.

This is online, not phone. Phone is gone.

Re: lost phone

Dunkman — Thu, 28 Nov 2024 13:17:47 GMT

@bbrent

For some reason, some customers don't get that option.

Maybe try to login with a different web browser, clear cache or incognito mode.

If you don't get that option, then you would need to contact CSA as described before.

Re: lost phone

bbrent — Thu, 28 Nov 2024 13:23:19 GMT

Tried another browser. Same.

Can you send the link?

Re: lost phone

bbrent — Thu, 28 Nov 2024 13:33:04 GMT

There are two prompts for codes. The one that doesn't have the needed link is after this message:

"We’ve noticed you have an active Public Mobile service and would like to confirm your full access

A 6 digit code associated with your EverSafe ID will be sent to your phone number. We will need you to confirm this number"

Re: lost phone

hTideGnow — Thu, 28 Nov 2024 13:33:09 GMT

hi @bbrent

just use this link

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