topic Re: Account recovery in Get Support

Account recovery

Hailey9 — Mon, 10 Nov 2025 22:54:24 GMT

Hello, I recently had my phone stolen and with that I cannot access my email or phone number. I need my number to access my email and my email to access my number. How do I get around this so I can get into my public mobile app to load my e sim on my new phone then use my number to access my email.

Re: Account recovery

softech — Mon, 10 Nov 2025 14:19:23 GMT

@Hailey9 usually you need PM CS agent help to recover the access, you can message them:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

but I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Account recovery

CSA_PM — Mon, 10 Nov 2025 14:21:38 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.