topic Re: Lost phone - SIM Change in Get Support

Lost phone - SIM Change

Nico_Wiebe — Thu, 08 Jan 2026 04:01:12 GMT

I lost my phone so I’m trying to change my account over to a new SIM card. My issue is that I can’t do this without logging into the account and when I try logging in it sends the 2 factor authentication to my old phone number which is lost. Is there a way to change my 2 factor authentication to my email permanently?

Re: Lost phone - SIM Change

computergeek541 — Thu, 08 Jan 2026 04:07:15 GMT

@Nico_Wiebe wrote:
I lost my phone so I’m trying to change my account over to a new SIM card. My issue is that I can’t do this without logging into the account and when I try logging in it sends the 2 factor authentication to my old phone number which is lost. Is there a way to change my 2 factor authentication to my email permanently?

Once you've logged in, that can be done by removing the phone number from the EverSafe profile, but I don't recommend that.

For now, you can get into your account by using the didn't get code/resend code button. Then, select the e-mail option.

Re: Lost phone - SIM Change

softech — Thu, 08 Jan 2026 04:10:00 GMT

@Nico_Wiebe

if you cannot receive code via SMS or email, you can get it via voicemail
click Didn't receive code or Resend code, choose Send Voice Message. Then call yourself from another phone, press # when you hear the voicemail greeting and enter your voicemail pin

if you can login the app with the workaround above, you can buy eSIM from Account > Purchase Sim card> eSIM

If you still cannot login , then reach out to CS agent by direct message

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Lost phone - SIM Change

Nico_Wiebe — Thu, 08 Jan 2026 04:30:41 GMT

For some reason it doesn’t give me the option to change it to the email or voicemail option. If I hit resend code it just resends the code over and over to my phone number