topic Old number in Get Support

Old number

Tallyrose — Wed, 31 Dec 2025 15:34:32 GMT

Can I get my old number back? I am unable to access apps due to two factor authentication linked to my old number.

Re: Old number

slusagm — Wed, 31 Dec 2025 15:38:23 GMT

So, you have active service with PM? why you lost your phone number? did you request changing phone number?

there is a slight chance that they can reassign you the phone number, but if depends how you lost it, when you lost it and which provider the number was originally from. You have to ask PM to check

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Old number

hTideGnow — Wed, 31 Dec 2025 15:42:04 GMT

hi @Tallyrose

did you just need to login My Account and have problem with the 2FA? you can try to get it via email. Click Didn't Receive code or Resend Code and Choose Send email. If you can login that way, you can update the phone number to receive 2FA by going to Profile page, click Manage EverSafe ID and update

Re: Old number

Tallyrose — Wed, 31 Dec 2025 15:47:47 GMT

Hi unfortunately my google account was hacked therefore not able to get into my email associated with all my apps. I moved abroad and didn’t change my two factor auth on some things without thinking about it. No number, no email access means I’ve been locked out of everything for five months. My number had been taken by someone after I left the country for some time (interestingly only for a couple months right during the hacking time) It now says out of service when I try calling which leads me to believe it is available again.

Re: Old number

hTideGnow — Wed, 31 Dec 2025 15:50:28 GMT

hi @Tallyrose

since the number was used by someone earlier, it has a slight chance you get it back. But if it was hacked, maybe PM support can work it out. Please message them and ask :
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: Old number

Tallyrose — Wed, 31 Dec 2025 15:50:49 GMT

I had an account with public mobile hence asking the question here. I moved abroad for some time this year and gave up my number and plan. After doing so my google account was hacked and I hadn’t changed my two factor auth on my apps to my new overseas number. I actually believe the person who took my number with public mobile had something to do with the hack. It was my mistake not to be more vigilant on changing the numbers when moving abroad. I have been in touch with customer service with no response which is why I directed my question elsewhere. Thank you.

Re: Old number

Tallyrose — Wed, 31 Dec 2025 15:53:18 GMT

I have been in touch twice and no one gets back to me. 🤷‍♀️

Re: Old number

CSA_PM — Thu, 01 Jan 2026 13:05:30 GMT

Thank you for the escalation! The customer is in contact with an agent.