topic Re: Activate in Get Support

Activate

Kadarly1 — Tue, 03 Jun 2025 19:10:48 GMT

I'm trying to activate the account to get rest password for my new one. I lost my phone , I got new SIM card and phone too I need your help

Re: Activate

hTideGnow — Tue, 03 Jun 2025 19:13:39 GMT

hi @Kadarly1

just want to make sure you aware, you don't activate a new account with the new sim, you just need to login My Account and update the sim card number

you can do so by logging in with the same email address and password. Since you cannot receive the 2FA sms, you will click Didn't receive code and and Send email to get the code there. After logged in, go to Profile, click the pencil besides Sim card number and update

if you cannot login, ask PM support agent to help update the sim card then. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Activate

Kadarly1 — Tue, 03 Jun 2025 19:15:31 GMT

I'm trying to activate the account to get rest password for the same account. I lost my phone so I have new SIM card and phone too

Re: Activate

Dunkman — Tue, 03 Jun 2025 19:16:58 GMT

@Kadarly1

Do you already have a Public mobile account? You lost your phone and need to replace SIM card? If that is your situation, you do not want to activate a new account. That would start a separate plan/phone number.

What you need to do is access your self service account on your original plan. You won't be able to receive the 2FA text, but you should get the option to get 2FA email code instead. Do you see the link "Didn't receive code". Click on that link to get the option to get 2FA email code.

Once inside your account, you can change the SIM card number instead under your settings.

Re: Activate

CSA_PM — Tue, 03 Jun 2025 19:17:40 GMT

Hi there!

I can see already in a private conversation with one of our agents . Please continue there for assistance.

Re: Activate

hTideGnow — Tue, 03 Jun 2025 20:22:04 GMT

HI @Kadarly1

I saw you try to post again and ask for update

but did you check your Community inbox? CS_Agent/CSA_PM already replied and waiting for your response. Please check the inbox here
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Can't sign in

computergeek541 — Tue, 03 Jun 2025 21:24:35 GMT