topic Re: I lost my phone in Get Support

I lost my phone

Ccobb — Fri, 05 Sep 2025 19:36:21 GMT

How do I get past the the fact that when I try to log in (to report my phone lost) the identity confirmation code is being sent to my lost phone? Thanks!

Re: I lost my phone

hTideGnow — Fri, 05 Sep 2025 19:38:24 GMT

hi @Ccobb

click Didn't Receive Code or Resend Code and choose Send email

Re: I lost my phone

Chalupa_Batman — Fri, 05 Sep 2025 19:38:59 GMT

@Ccobb wrote:
How do I get past the the fact that when I try to log in (to report my phone lost) the identity confirmation code is being sent to my lost phone? Thanks!

Hello @Ccobb

Try clicking on "Didn't get code" and see if the email option is there. If it's not, here's how to contact a CS Agent for help.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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: I lost my phone

slusagm — Fri, 05 Sep 2025 19:39:32 GMT

You can ask the 2FA to send to email or via Voicemail (just use another phone to check VM). On the step for 2FA, click Didn't Receive Code and you should have the option

Re: I lost my phone

Ccobb — Fri, 05 Sep 2025 19:40:46 GMT

Hello! The only option is "Resend code"

Re: I lost my phone

slusagm — Fri, 05 Sep 2025 19:41:50 GMT

Click Resend Coden and you should have the other option there

Or if you don't have email and Voicemail option, ask PM to help

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: I lost my phone

Ccobb — Fri, 05 Sep 2025 19:44:29 GMT

Thank you. After hitting Resend, I do not get any further options. It just starts the countdown again.

I will submit a ticket. Thanks for your help.