topic Re: stolen phone in Get Support

stolen phone

pepper1956 — Sun, 21 Sep 2025 23:44:14 GMT

my wifes phone was stolen in europe and we now cannot get into her account. i believe this is because the public mobile app doesnt work in europe and probably the sim card no longer exists, when we try to log into her account it asks for 2 step verification to her cell phone number. (its in europe ) we say didnt receive it a coose the option to her email address for the code. it never works. can somebody from public mobile give us access to her account to cancel the auto charges.

Re: stolen phone

hTideGnow — Sun, 21 Sep 2025 23:46:46 GMT

hi @pepper1956

so, you tried to click Didn't Receive code or Resend code but you don't see Send email as an option?

if that is the case, you will need to ask PM support agent to hep to mark the account as Lost/Stolen

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

When you are back in Canada, buy a new Public Mobile eSIM from Telus or Koodo or Mobile Klnik store and message PM again and ask them to update the sim card

Re: stolen phone

pepper1956 — Mon, 22 Sep 2025 00:04:08 GMT

i did click on the didnt receive code and it then gave me option to email. i did that to her email but no code came through ????

Re: stolen phone

pepper1956 — Mon, 22 Sep 2025 00:06:03 GMT

not sure why a new wsim card will benefir. i have to buy a phone too. just want to get into my account to sespend payment

Re: stolen phone

hTideGnow — Mon, 22 Sep 2025 00:17:59 GMT

hi @pepper1956

depends on your new phone, you can also use eSIM. I am old fashion, i like the benefit for physical sim more

for email, check Junk mailbox

but if you still cannot get the code, just message support agent