topic Stuck in Transfer mode in Get Support

Stuck in Transfer mode

AvaSIM — Mon, 10 Nov 2025 22:29:06 GMT

I had a pay as you go number before. I tried to port it over but realized I had lost access to this old number. I have a physical SIM card I purchased from Public Mobile. It wants me to complete my account set up and keeps asking em to provide two factor authentication for the old number. Which I can not do. I just want to select a nee phone number and a subscription plan. How do I get out of this loop?

Re: Stuck in Transfer mode

Sansan — Mon, 10 Nov 2025 21:30:20 GMT

If you want a new phone number, make a new email address first.

Download the Public Mobile app to your phone and create a new account with your new email address and pick a new phone number to select a plan.

Re: Stuck in Transfer mode

AvaSIM — Mon, 10 Nov 2025 21:32:04 GMT

It says that the SIM card I bought is in use. So I would have to spend another $10 to get another SIM card. I reached out to service to see if they could uncouple my old number from this new SIM. Thank you though!

Re: Stuck in Transfer mode

hTideGnow — Mon, 10 Nov 2025 21:35:58 GMT

hi @AvaSIM

if the sim card was used for activation before, then yes, it cannot be reused

but are you porting in a number or porting out? sound like you are porting out, you might have to check with PM support agent and see if they can do anything. 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

If you need a new Public Mobile sim, go and buy a new Public Mobile sim card from Telus or Koodo or Mobile Klink store for $10 or from Amazon for $5.

Re: Stuck in Transfer mode

Sansan — Mon, 10 Nov 2025 21:36:31 GMT

SIM cards can only be used once. But ask them if they can credit you the cost of the replacement.

If not, get one from Amazon. It's only $4.99.

Or if your phone uses eSIM, it's $5.00.

Good luck.

Re: Stuck in Transfer mode

BKNS27 — Mon, 10 Nov 2025 21:42:02 GMT

@AvaSIM

Once your account is closed due to nonpayment longer than 90 days. Your number will be returned to the carrier you got the number from, the one-time use SIM will stop working and account closed.

To check if your account is closed, just call 1-855-4PUBLIC on the status of your account. If the system can’t find your number then you need to start from scratch and get a new SIM and number.