topic Re: switching to a new phone and a new sim card in Get Support

switching to a new phone and a new sim card

reynolds1111111 — Tue, 02 Dec 2025 18:47:23 GMT

Hi, my phone broke and the repair store lost my sim card. I now have a new phone and new sim card and need to transfer my phone number. However I cannot access this option in the public mobile app because it requires two factor authentication with my old phone.

Re: switching to a new phone and a new sim card

hTideGnow — Tue, 02 Dec 2025 18:50:59 GMT

hi @reynolds1111111

click Didn't receive code or Resend code, then choose Send email or Send Voice Message to get the code there

or if you really cannot receive the code to login, ask PM support agent to help. 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: switching to a new phone and a new sim card

reynolds1111111 — Tue, 02 Dec 2025 18:52:24 GMT

Hi, that option for whatever reason does not appear in the app for this purpose. Elsewhere I have been able to use email for two factor authentication.

Re: switching to a new phone and a new sim card

hTideGnow — Tue, 02 Dec 2025 18:55:28 GMT

hi @reynolds1111111

if the options are not there, it would mean you have not received a 2FA code via SMS before. You need to have received that at least once to unlock the 2 options

Please message support agent for help using the link above

Re: switching to a new phone and a new sim card

reynolds1111111 — Tue, 02 Dec 2025 18:56:55 GMT

Then how am I supposed to do this?

Re: switching to a new phone and a new sim card

hTideGnow — Tue, 02 Dec 2025 18:57:57 GMT

hi @reynolds1111111

as said in my first reply:

ask PM support agent to help. 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: switching to a new phone and a new sim card

reynolds1111111 — Tue, 02 Dec 2025 19:11:49 GMT

I see now. Thanks. I must have been confused after your AI chatbot help line referred me to the help line in the Public Mobile app, which referred me to this community help forum, which is now referring me to a different, 4th way of contacting help.