topic Re: need help getting. a code to the online portal in Get Support

need help getting. a code to the online portal

am220856 — Tue, 02 Dec 2025 21:31:18 GMT

Hey,

I need your help, my sister is a client and she has no access to the email of the online portal. Her phone got broken and she has esim, how can she get a call to trust the computer so she can get a new esim?

Thank you 😞

Re: need help getting. a code to the online portal

hTideGnow — Tue, 02 Dec 2025 21:34:05 GMT

hi @am220856

if she needs a new eSIM, she need a new phone and then install PM app on the phone and login to get new eSIM

for login 2FA, she can see if she can get it via voicemail. Click Didn't receive code or Resend code and choose Send Voice Message. Call herself to retrieve voicemail using another phone

If she cannot login, she might need to ask PM support to help, but she might need to change to a physical sim card first, then get it sorted out with the login and buy eSIM after. She can submit ticket to PM support agent 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: need help getting. a code to the online portal

hairbag1 — Tue, 02 Dec 2025 21:34:45 GMT

@am220856

she'll need to get a new cell, then download the Public Mobile app and log in to her account. In there, she can buy a new esim for her account...but it'll end up a free replacement esim.

Re: need help getting. a code to the online portal

am220856 — Wed, 03 Dec 2025 13:47:45 GMT

I didn't hear from CS agent, it has passed 10 hours

Re: need help getting. a code to the online portal

CSA_PM — Wed, 03 Dec 2025 14:02:24 GMT

Hello @ am220856,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage