topic Verifying identity in Get Support

Verifying identity

Kyah14 — Sun, 02 Nov 2025 17:29:47 GMT

I had my phone stolen recently I’m just trying to update my sim in my new phone unfortunately I can’t authenticate my phone number because of my lack of phone right now . I’m not sure where to go from here

Re: Verifying identity

slusagm — Sun, 02 Nov 2025 17:32:03 GMT

Click Didn't Receive Code or Resend code and choose Send email. If no such option, ask PM to help to update the sim card number

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to 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: Verifying identity

hTideGnow — Sun, 02 Nov 2025 17:32:51 GMT

hi @Kyah14

you can try to get the code via email or voicemail (call yourself from another phone). On the 2FA screen, click Didn't Receive Code or Resend code, then you can choose Send Email or Send Voice Message

but if that does not work, you will have to submit a ticket with PM support agent and ask them to update the sim card number for you, 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