topic Re: Lost Sim - can’t log in in Get Support

Lost Sim - can’t log in

Gyoujju — Mon, 11 Aug 2025 17:27:03 GMT

Hello,

I set up a plan on a new sim and then lost the SIM card.

i had to buy a new sim and start a new plan, but i need to close the old one but i cannot log into it without the one time password sent to the number.

How do i get access to the account?

Re: Lost Sim - can’t log in

hTideGnow — Mon, 11 Aug 2025 17:29:02 GMT

hi @Gyoujju

you shouldn't start a new plan, you can simply ask PM to update the new sim card on the original account

but since you already setup a 2nd account, yes, you need PM to close the first one (if the first account was never used, they can provide refund)

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, 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

Re: Lost Sim - can’t log in

CSA_PM — Mon, 11 Aug 2025 21:12:52 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.