topic Re: Lost phone in Get Support

Lost phone

Kabebe — Wed, 26 Mar 2025 19:44:32 GMT

Dear Public Mobile Customer Support Team,

I am experiencing the following issues and require your assistance:

Unable to Access Account Due to Lost Phone: I have recently lost my phone and am unable to receive the SMS verification codes necessary for account login. This has left me unable to access my account to manage my services.
Inability to Use Existing Phone Number on New Device: I have attempted to use my existing phone number on a new device but cannot complete the process due to the inability to receive the required verification codes.

If these issues are not resolved by the end of this week, I will have no choice but to cancel my services and switch to another provider. I would appreciate your prompt assistance in resolving these matters.

Thank you.

Re: Lost phone

slusagm — Wed, 26 Mar 2025 19:47:22 GMT

did you get a new PM sim card? you cannot use your PM account on new device if you don't have a PM sim card

buy a new PM sim card from Telus or Koodo store or from Amazon

then message PM and ask them to update your account with the new sim card number

. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Lost phone

Phil_Adelphus — Wed, 26 Mar 2025 20:06:37 GMT

@Kabebe When you get to where the code should be entered, tap "didn't get the code" and you should then be able to get it by email.

Re: Lost phone

Meow — Wed, 26 Mar 2025 20:44:41 GMT

If you did not receive or cannot receive your 2FA code by SMS - Click on: ‘Didn’t get a code’ and you will get more options. Chose email.