topic Re: Can not log in my account in Get Support

Can not log in my account

oceanpj — Fri, 31 Oct 2025 01:29:43 GMT

Sending this message on behalf of another public mobile user who has trouble logging in their account for the following reason:

I recently purchased a new phone (16e). I wanted to transfer the information of my old phone into the new one, and to do that, I needed to buy a new eSIM card. I purchased the new eSIM card, the purchase was approved, however, when I tried to download the eSIM card, the system bugged out and since then, I can not connect to my public mobile account, because when I need to confirm my ID (with the code that they send with Imessage) I never receive that code. Therefore, I can not log in into my account and try again. I gave up on the eSIM card and simply put back the physical SIM card of my old telephone into my new phone. This didn't work out either. So now, I can not make call on either of my phones, and I can not log in into my Public Mobile account. It is not my wifi connection, I shut down the phones many time, in brief, nothing really works. Right now, I would just like to now how I could possibly log in into my Public mobile account.

Re: Can not log in my account

slusagm — Fri, 31 Oct 2025 01:33:06 GMT

yes, after you got a new sim card, the old one, physical, would not longer work

ask your friend to re-buy another esim. Yes, you cannot receive the 2FA code to login the app. But he can click Didn't receive code and then choose send email to get the code. After he login, go to Account -> Purchase sim card -> esim

if he cannot login, he need to message PM using his own Community account and message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can not log in my account

Chalupa_Batman — Fri, 31 Oct 2025 01:33:35 GMT

Hello @oceanpj

Public Mobile won't help you assist them. They need to create a new account here and they will combine them together.

Share these links with them.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.