topic Re: Confirmation loop. in Get Support

Confirmation loop.

Robin_1976 — Tue, 06 Jan 2026 20:06:18 GMT

My mom's phone was lost/stolen and we can not access her PM account since the phone asks for e-mail verification and her email now wants to send her phone a PIN for verification. Called a TELUS store and they said everything is online and there is nothing they can do. We put a stop payment on the billing.

PM chatbot is telling me to put in a 'ticket', but that requires signing in. Is there a way to make the sim unusable to the person who now has it without signing in?

Re: Confirmation loop.

hairbag1 — Tue, 06 Jan 2026 20:21:57 GMT

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

use this link

Re: Confirmation loop.

BKNS27 — Tue, 06 Jan 2026 20:34:28 GMT

@Robin_1976

You can type in “Submit a Ticket” then Contact on the Chat icon.

Re: Confirmation loop.

computergeek541 — Tue, 06 Jan 2026 23:00:00 GMT

@BKNS27 wrote:
You can type in “Submit a Ticket” then Contact on the Chat icon.

The above won't work. As indicated in the first post of this thread, the customer has already tried that, and can't submit the ticket because of the requirement to sign into the Public Mobile account to make the ticket.