topic Re: issue logging in in Get Support

issue logging in

Usman_Murtaza — Fri, 01 Aug 2025 21:37:47 GMT

hello,

so i was away from country for some time and lost my sim so i can't log into my account using text as i don't have access to text messages and no

i bought a new sim try to active it however, to finish activiation it is trying ot send me code to text which i can't recevie what other way i can use to log in to complete my activiation

Re: issue logging in

ORNGNBLK — Fri, 01 Aug 2025 20:13:43 GMT

@Usman_Murtaza if you have the opportunity, it should ask you if you want to send the code to email. Try that, hope this helps.

Re: issue logging in

Usman_Murtaza — Fri, 01 Aug 2025 20:14:59 GMT

does not give me that option at all, i only have two option send via text or send via voice note. no other option available

Re: issue logging in

ORNGNBLK — Fri, 01 Aug 2025 20:17:14 GMT

@Usman_Murtaza try opening a ticket using the orange bubble on the bottom right of the screen. CS_Agent should be able to bypass for you and set you up providing your account is still active. Hope this helps

Re: issue logging in

Usman_Murtaza — Fri, 01 Aug 2025 20:21:08 GMT

by pass? please elaborate i really need that fix

Re: issue logging in

slusagm — Fri, 01 Aug 2025 20:23:22 GMT

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/privatenote

Re: issue logging in

ORNGNBLK — Fri, 01 Aug 2025 20:27:59 GMT

@Usman_Murtaza if you have an active account/subscription but cant login to update your sim card, a CS Agent should be able to assist you with logging in to do so. you can use the link that @slusagm provided as well.

Re: issue logging in

BKNS27 — Fri, 01 Aug 2025 20:44:12 GMT

@Usman_Murtaza

If you pause your subscription for 90 days or longer. Your account will be closed and your number will be returned to the carrier you got the number from.

If this is the case then you will need to pick a new number during activation of a new account.

How long were you away from Canada?

Re: issue logging in

Usman_Murtaza — Fri, 01 Aug 2025 20:45:50 GMT

i was away from more than 90 days but when i try to log in it does give me an option to recevie a text message however, i do not have the sim, the phone is not being used by anyone else

Re: issue logging in

BKNS27 — Fri, 01 Aug 2025 20:49:26 GMT

@Usman_Murtaza

Were you paying for your subscription while you were away? If you were paying then your account will remain open and an CS_Agent can help you access your account.

If you stopped payment before leaving Canada then your account will be completely closed so you need to start from scratch and pick a new number.

Re: issue logging in

Usman_Murtaza — Fri, 01 Aug 2025 20:52:40 GMT

yes that's what i want to check if my account is still active if not i do not mind getting a new number however, i can't log into my account as they want to confirm and validate it through my text message