topic Re: Lost phone, new one purchased in Get Support

Lost phone, new one purchased

mxw291 — Thu, 18 Sep 2025 21:57:16 GMT

One of our phones was lost and a replacement phone purchased. How do I get the new phone on the existing account. It’s a new sim, new phone and we’re having trouble getting the phone activated.

Your help is appreciated!

Re: Lost phone, new one purchased

hairbag1 — Thu, 18 Sep 2025 21:58:24 GMT

@mxw291

download the Public Mobile app to new cell; log in to your PM account. You don't need a new sim.

Re: Lost phone, new one purchased

mxw291 — Thu, 18 Sep 2025 22:00:30 GMT

The phone was lost…the sim was in the phone and lost too. It’s a new sim and phone.

Thanks for your reply, but this won’t work for us right now.

Re: Lost phone, new one purchased

TheSterlinger — Thu, 18 Sep 2025 22:05:23 GMT

So with the new phone you sign into your My Account and update the new SIM under your Profile page.

If it's asking for 2fa code, request a new code and send to email.

Re: Lost phone, new one purchased

mxw291 — Thu, 18 Sep 2025 22:06:49 GMT

Can a code be sent to email? I thought it could only be sent to the registered number belonging to the account.

Re: Lost phone, new one purchased

TheSterlinger — Thu, 18 Sep 2025 22:10:15 GMT

Yes it can. Just click Didn't receive this code? And it will give the option to do so.

Re: Lost phone, new one purchased

hairbag1 — Thu, 18 Sep 2025 22:40:19 GMT

@mxw291 wrote:
The phone was lost…the sim was in the phone and lost too. It’s a new sim and phone.
Thanks for your reply, but this won’t work for us right now.

I mis-read your initial question. So download the PM app to your new cell, log in to your account, then just update sim number...(just don't start a whole new account) Install new sim and restart cellphone. You'll have same cellphone number and account.