topic lost phone in Get Support

lost phone

Gillamchips58 — Sun, 09 Mar 2025 18:28:16 GMT

i have lost my phone and would like to move my account to a new phone. how do i do this?

Re: lost phone

Chalupa_Batman — Sun, 09 Mar 2025 18:33:00 GMT

@Gillamchips58 wrote:
i have lost my phone and would like to move my account to a new phone. how do i do this?

Do you have a new phone already? Do you have a new SIM card already? You can log into your account, I'd suggest changing your email address and password on your account right away if you still have access. Then go into your profile and change SIM cards to the new one and place it in your phone and reboot. It's that simple.

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: lost phone

Dunkman — Sun, 09 Mar 2025 18:32:43 GMT

@Gillamchips58

Did you report your old phone lost/stolen?

https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone

Does your new phone support eSIM? If not, you will need to purchase a new physical SIM card.

If eSIM, you can download the PM app on the new phone and purchase a new eSIM and then it should install on new phone.

If physical SIM card, you will need to login into your account and change the SIM card number to new SIM card.

You can usually login into your account via 2FA email (instead of text)

Click on "didn't receive code" link and then should be offered email:

https://www.publicmobile.ca/en/get-help/articles/resume-service

Re: lost phone

BKNS27 — Sun, 09 Mar 2025 18:35:23 GMT

@Gillamchips58

Download the PM app on the new phone then login your account. Have the 2FA sent to your email and go to the Account tab>Change Your SIM Card.

You should be good to go. Everything in your account will be transferred to the new SIM.

Re: lost phone

Gillamchips58 — Sun, 09 Mar 2025 18:41:12 GMT

i can not find a way to report my phone lost. when i get my new phone i will get a E sim and then how do i move my account and phone number over?

Re: lost phone

Gillamchips58 — Sun, 09 Mar 2025 18:44:23 GMT

i am going to buy an ESIM. how do i move my account and phone number to the new phone?

Re: lost phone

BKNS27 — Sun, 09 Mar 2025 18:45:48 GMT

@Gillamchips58

Yes but make sure your new phone is eSIM compatible before switching to eSIM.

Re: lost phone

Gillamchips58 — Sun, 09 Mar 2025 18:51:00 GMT

the lost/stolen option does not come up in my account?

Re: lost phone

Dunkman — Sun, 09 Mar 2025 18:59:20 GMT

@Gillamchips58 wrote:
i can not find a way to report my phone lost. when i get my new phone i will get a E sim and then how do i move my account and phone number over?

@Gillamchips58

On the new phone, download the PM app. Login into your account. Then you can purchase another eSIM and then it will install on your new phone.

If you do the above, you probably don't need to report your phone stolen. It should be under your profile section in your self service account.

Re: lost phone

Gillamchips58 — Sun, 09 Mar 2025 19:09:09 GMT

i do not have a new phone yet. in mexico and have one coming by FEDX this week

Re: lost phone

Chalupa_Batman — Sun, 09 Mar 2025 19:20:17 GMT

@Gillamchips58 wrote:
i do not have a new phone yet. in mexico and have one coming by FEDX this week

If you can log into your account, click on this direct link.

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