topic Re: Lost phone in Get Support

Lost phone

Surfer45 — Sat, 29 Nov 2025 16:46:50 GMT

I recently lost my phone and thus my Sim card. I am a Public Mobile subscriber. How do I get a new phone and yet the keep the same phone no. without having my current Sim card?

Edit: changed labels. Not community related post.

Re: Lost phone

hTideGnow — Sat, 29 Nov 2025 15:07:57 GMT

hi @Surfer45

yes, you can keep the number easily

just get a new phone, then get a new Public Mobile sim card from Telus or Koodo or Mobile Klink store or Amazon.

when you have everything ready, login My Account and go to Profile and update sim card number there.

When you login My Account, you might run in the 2FA SMS problem, click Didn't Receive code or Resend code and choose Send email or Send Voice Message to get the code that way (if you choose Send Voice Message, call yourself from another phone and retrieve the code via voicemail)

if you still get the code and login , ask PM support agent to help to update the sim card number, 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

Re: Lost phone

BKNS27 — Sat, 29 Nov 2025 17:35:55 GMT

@Surfer45

Remember to download the PM app on your new phone to activate SIM and not on the PM website.

Re: Lost phone

CS_Agent — Sat, 29 Nov 2025 17:42:02 GMT

Hello @Surfer45

I sent you a private message. You can view and reply to it by accessing this link:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage