topic Re: HELP - Sim card outside Canada - Cannot receive 6-digit code on phone in Get Support

HELP - Sim card outside Canada - Cannot receive 6-digit code on phone

Lauramanchola1 — Sat, 09 Aug 2025 19:08:48 GMT

I bought a SIM card for my mom during her visit in Canada.

She took it back to her homecountry and we didn't cancel the subscription

I'm trying to access her account but I get to the final step and it says we're going to receive a 6-digit code in a text message, but obviously she doesn't receive it because she's abroad and Public Mobile doesn't work in south america.

How can I cancel her subscription? I have her account details but that security step involving her phone no. is the only barrier.

Thanks!

Re: HELP - Sim card outside Canada - Cannot receive 6-digit code on phone

hairbag1 — Sat, 09 Aug 2025 19:15:51 GMT

@Lauramanchola1

you can use this link to message Customer Support to have that account deactivated.

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

Re: HELP - Sim card outside Canada - Cannot receive 6-digit code on phone

Chalupa_Batman — Sat, 09 Aug 2025 19:18:19 GMT

@Lauramanchola1 wrote:
I bought a SIM card for my mom during her visit in Canada.
She took it back to her homecountry and we didn't cancel the subscription
I'm trying to access her account but I get to the final step and it says we're going to receive a 6-digit code in a text message, but obviously she doesn't receive it because she's abroad and Public Mobile doesn't work in south america.
How can I cancel her subscription? I have her account details but that security step involving her phone no. is the only barrier.
Thanks!

What you can do is click on "Didn't Get Code" and there should be an option to send to email instead. From there, once you're in her account, go to this link and turn off auto pay.

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

If that doesn't work, then contact a CS Agent this way.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: HELP - Sim card outside Canada - Cannot receive 6-digit code on phone

Dunkman — Sat, 09 Aug 2025 19:46:04 GMT

@Lauramanchola1

Do you have access to the email address that was used to register your mother's phone?

You can get 2FA email code instead of text.

Click on "Didn't get the code" link and it should lead to next page.