topic Re: Change sim card in Get Support

Change sim card

Chase23 — Sun, 07 Sep 2025 19:48:28 GMT

My esim did not work. Now I cannot access my account because it wants to verify with the phone number on the esim. I bought a physical sim and need the number transfered on to it. Somehow

Re: Change sim card

softech — Sun, 07 Sep 2025 19:51:12 GMT

@Chase23yi7 can try login using email to receive 2FA. if you can login, then go to Profile or Account page to update sim card number

On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email (you can also choose Send Voice Message and get the code by calling yourself and access Voicemail using another phone)

however, if you cannot get the code via email or voicemail, you will need to ask PM CS agent to help. Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Change sim card

Chase23 — Sun, 07 Sep 2025 19:52:30 GMT

I cannot use email. It sends me straight to the phone number no matter what. I've tried reaching out the cs agent but have got no reply and have no service do not sure what to do

Re: Change sim card

softech — Sun, 07 Sep 2025 19:55:13 GMT

@Chase23

I have escalated your ticket on behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is the weekend, I am not sure they will reply today or not, but keep checking. Worst case, they will for sure reply tomorrow morning)

Re: Change sim card

Chase23 — Sun, 07 Sep 2025 19:56:51 GMT

Thank you so much. Im in need of service haha

Re: Change sim card

CSA_PM — Mon, 08 Sep 2025 20:05:24 GMT

Thank you for the escalation! The customer is already in contact with an agent.