topic Re: Help getting account back in Get Support

Help getting account back

Peligroso — Wed, 05 Nov 2025 20:27:18 GMT

Wife had her email compromised. We wiped her phone and exchanged it back with Apple. Now trying to set up a new phone with her current PM number but cannot do so as do not have access to email set up with PM nor is her number active. To log into email need code sent to phone # (no phone with this number yet) to log into PM or activate Sim card on new phone need access to email. (Which can't log into).

Help please. Just want number moved to her new phone.

Re: Help getting account back

hTideGnow — Wed, 05 Nov 2025 20:30:03 GMT

hi @Peligroso

don't try to activate a new account. If the phone can take regular sim card, best to get a PM sim card and then ask PM to help to update it. You can still 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: Help getting account back

slusagm — Wed, 05 Nov 2025 20:30:18 GMT

Ask PM to help. 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: Help getting account back

Peligroso — Wed, 05 Nov 2025 20:43:36 GMT

Thanks for link. Being going in circles trying to figure out how to contact them.