topic New sim card in Get Support

New sim card

Phoneinfooran — Sat, 06 Sep 2025 21:28:28 GMT

Hello,

I got a new sim card and I want to keep my phone number. The steps provided by the chat bot are not usable as , apparently, the procedure was disabled.

Re: New sim card

Meow — Sat, 06 Sep 2025 21:31:43 GMT

Go to Profile and there:

- Change phone number

- Change SIM number

- Transfer Phone Number

Re: New sim card

BKNS27 — Sat, 06 Sep 2025 21:36:20 GMT

@Phoneinfooran

If you are an existing member of PM, just login to your account and go to Account tab>Change Your SIM Card.

If you are a new member that want to port your number over to PM, download the PM app and follow the prompts to step 6.

Re: New sim card

Phoneinfooran — Sat, 06 Sep 2025 21:39:02 GMT

Logged in, but there is no section "Change Sim card". That's my issue.🙂

Re: New sim card

Phoneinfooran — Sat, 06 Sep 2025 21:41:08 GMT

I don't see any of the categories listed above

Re: New sim card

BKNS27 — Sat, 06 Sep 2025 21:41:36 GMT

@Phoneinfooran

If you are on the PM app, at the bottom of the app. Go to the Account tab.

If you are online on your computer, the Account tab is on the left.

Click on it and it should be there.

Re: New sim card

hTideGnow — Sat, 06 Sep 2025 21:44:53 GMT

@Phoneinfooran wrote:
I don't see any of the categories listed above

HI @Phoneinfooran

if you cannot find where to update sim card, you can submit a ticket and ask PM support to help. 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: New sim card

Phoneinfooran — Sat, 06 Sep 2025 21:45:33 GMT

I'm on my phone. Do I need to be on my computer to see all these features?

Re: New sim card

Phoneinfooran — Sat, 06 Sep 2025 21:48:07 GMT

Hi, OK, I'll try. Many thanks for trying to help.

Re: New sim card

hTideGnow — Sat, 06 Sep 2025 22:06:42 GMT

HI @Phoneinfooran

if you are using the app, you can update the Sim card number at the Account page -> Change Your Sim Card

Re: New sim card

Phoneinfooran — Sat, 06 Sep 2025 23:17:25 GMT

Nothing. I'll probably have to go to a physical shop and fix it.

An agent was supposed to contact me here, right?

Nothing.

I'll get on the computer. Maybe it works from there.

Re: New sim card

hTideGnow — Sat, 06 Sep 2025 23:20:21 GMT

hi @Phoneinfooran

if you are going to use a computer to login My Account and update the sim card number, use this link

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: New sim card

computergeek541 — Sat, 06 Sep 2025 23:47:06 GMT

@Meow wrote:
Go to Profile and there:
- Change phone number
- Change SIM number
- Transfer Phone Number

The above information is out of date. The current version of the My Account website doesn't say "change SIM card". The option to change SIM cards is still in the Profile area,but is now under a subcategory of My Phone number. Customers need to click on the pencil/edit icon in the SIM card section.

Re: New sim card

computergeek541 — Sat, 06 Sep 2025 23:48:44 GMT

@BKNS27 wrote:
@Phoneinfooran
If you are on the PM app, at the bottom of the app. Go to the Account tab.
If you are online on your computer, the Account tab is on the left.
Click on it and it should be there.

On a computer, from what I can see, it doesn't say Account. It says Profile.

Re: New sim card

Phoneinfooran — Sun, 07 Sep 2025 00:15:06 GMT

I opened a ticket. I keep looking at the webpage, I got on the computer, and I don't see any of the sections mentioned. I don't see a profile either.

Thank you anyway:)

Re: New sim card

hTideGnow — Sun, 07 Sep 2025 00:37:35 GMT

hi @Phoneinfooran

did you try this direct link?

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number