Need agent to contact me

peteisgreat — Mon, 15 Sep 2025 15:44:14 GMT

Stolen phone. How do I switch service from old phone to new phone?

Re: Need agent to contact me

hairbag1 — Mon, 15 Sep 2025 15:47:53 GMT

buy a new cellphone, download the app and log in to your account. You can either get a new (free) esim or buy a hard sim locally.

Re: Need agent to contact me

hTideGnow — Mon, 15 Sep 2025 15:47:54 GMT

hi @peteisgreat

you just need to buy a new sim card and ask PM support to help to update the sim card number. 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: Need agent to contact me

softech — Mon, 15 Sep 2025 15:48:23 GMT

@peteisgreat

Order a new sim card but not to "activate" the sim, instead, you want to link your sim card to your existing account so you can keep the phone number

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

If you are unable to login as you don't have a phone to receive the 2FA code: 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

Then get a Public Mobile sim card from

Amazon.ca: https://www.amazon.ca/gp/product/B06X9ZGDWG/ (Best and Quickest option, Free Prime next day shipping)
local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability )
Via your My Account: https://www.publicmobile.ca/sim-card or via PM app's Account page(Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(If you are unable to login as you don't have a phone to receive the 2FA code: 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)
click Change your Sim card and update your sim card number there

To update it from My Account via the browser:

login My Account to request Change Sim card
(If you are unable to login as you don't have a phone to receive the 2FA code: 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)

Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)

Not sure if you lost the phone, if so, use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Re: Need agent to contact me

Tsapphire1 — Sun, 28 Sep 2025 23:08:35 GMT

thanks all. got it all done because of you guys. thanks a million 🙏

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