topic Cannot log into account in Get Support

Cannot log into account

Layla3 — Wed, 26 Nov 2025 10:00:03 GMT

Hi there, I'm a current public mobile customer and I'm finding it impossible to log into my account.

My purse and wallet were stolen along with my phone. I seem to be running into dead ends everywhere.

I need to be able to log into my public account to change the sim number to my new sim card I purchased. But it requires a authentication from my phone number which I can only access if I change the sim... 😑. It can authenticate through email but I cannot access my email unless I verify 2 factor my email via the phone number I need.

So, I NEED to get into my public mobile account to activate the new sim with my current phone number. How do I get into my account without the 2 factor verification?? Please help.

Re: Cannot log into account

Sansan — Wed, 26 Nov 2025 11:15:02 GMT

Hi,

Ask an agent for help at the link below.

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

Re: Cannot log into account

CSA_PM — Wed, 26 Nov 2025 13:21:09 GMT

Hello @ Layla3,

I’m really sorry to hear about your situation. To recover access to your phone number, you will need to get a new SIM card. Once you have it, please send a private message to the support team, and an agent will help you activate the new SIM on your account.

Re: Cannot log into account

Layla3 — Sun, 30 Nov 2025 15:08:15 GMT

Hi there I now have a new sim card. What should I do next?

Re: Cannot log into account

softech — Sun, 30 Nov 2025 15:14:10 GMT

@Layla3 try once more to login My Account and get the 2FA via email: On the 2FA page, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA

If you can login, then go to Profile page and click the pencil to the right of the Sim card number and update

If still unable to login, message PM and ask them to update the sim card number for you

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