topic Re: lost phone/sim in Get Support

lost phone/sim

Rmaclise1 — Sat, 20 Dec 2025 08:04:32 GMT

lost my phone and the sim

so if i just buy a used unlocked phone thats wiped, can i simply order a new e sim for it and keep that old number along with the rest of it?

Re: lost phone/sim

softech — Sat, 20 Dec 2025 02:02:28 GMT

@Rmaclise1

Yes, that is exactly what you need to do, get a new phone and a new PM sim card, login My Account to update the sim card number and you will be keeping the same phone number

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

Then get a Public Mobile sim card from

Amazon.ca: https://www.amazon.ca/gp/product/B06X9ZGDWG/ (Best and Quickest option, Free Prime next day shipping)
local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability )
Via your My Account: https://www.publicmobile.ca/sim-card or via PM app's Account page(Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email)
click Change your Sim card and update your sim card number there

To update it from My Account via the browser:

login My Account to request Change Sim card
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email)

Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)

Not sure if you lost the phone, if so, use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
(how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
(how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Re: lost phone/sim

BKNS27 — Sat, 20 Dec 2025 02:26:59 GMT

@Rmaclise1

I would suggest you confirm your new phone is eSIM compatible before purchasing eSIM. Few members have purchased eSIM but their phone is not eSIM compatible.

Re: lost phone/sim

Rmaclise1 — Sat, 20 Dec 2025 02:47:40 GMT

thanks for all that man. it does say esim is compatible with iphone 12. so ill follow those instrctions to keep my number.

but since its lost, im unable to check the last i cloud backups without the phone, and i only have a windows laptop. so im concerned about wiping it before i know for sure

Re: lost phone/sim

Rmaclise1 — Mon, 22 Dec 2025 20:25:03 GMT

So I followed these steps.
bought a cheap 12 pro max.
good shape

Inserted sim, updated sim number as suggested. went through fine.

Have wifi. Shut off phone . Rebooted. Still sos.

does it maybe have sinethihn to do with lost older phone, or that my Apple ID has been fighting by with me to access its services ? Making we wait even after multiple authentications. Didn’t tho it jay would be a major problem, simply thought I’d have cell service, just couldn’t download apps until they granted access again

appreciate the advice

Re: lost phone/sim

Rmaclise1 — Mon, 22 Dec 2025 20:25:48 GMT

Typed like an idiot there. Sorry. Think it’s still clear enough tho

Re: lost phone/sim

Rmaclise1 — Mon, 22 Dec 2025 20:42:05 GMT

Reset network settings!! Figured it out. Thanks for the help