topic Lost phone in Get Support

Lost phone

Masiaw — Fri, 13 Feb 2026 16:02:06 GMT

I need new SIM card for my lost phone in Cuba. I need to report lost phone.

Re: Lost phone

Handy1 — Fri, 13 Feb 2026 16:00:16 GMT

@Masiaw Since public mobile only has roaming in the US and Mexico , you need a travel eSIM or local pre paid sim while in Cuba and get new SIM card when your back home in Canada , but since you can’t log into your account you can ask support to report phone lost/stolen till your back home

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Lost phone

slusagm — Fri, 13 Feb 2026 16:01:09 GMT

you can get new PM sim card from Amazon, or from a Telus or Koodo or Mobile Klink store

to report stolen, login My Account, it will still try to send 2FA to your phone, click Didn't receive code or Resend code and choose send email to get the code via email. If you still cannot get code that way, ask PM to help.

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: Lost phone

Socrates8567 — Fri, 13 Feb 2026 16:09:46 GMT

Hello

Honestly, I wouldn't bother reporting your phone lost to public mobile. If the phone itself was lost in cuba, nobody can use it there. What you need to do is purchase a new phone and then purchase a new sim card. Or, if you purchase a newer phone that has esim abilities, you can just download the app on the new phone, sign in, and purchase an esim for $5. It's a pretty simple thing to do.

Re: Lost phone

hTideGnow — Fri, 13 Feb 2026 16:13:18 GMT

hi @Masiaw

yes, you should report your phone as stolen to suspend the account for now. And also, ask PM support agent to blacklist the phone so your phone is safe and cannot be used anymore. That is something you should do to protect yourself. You can submit ticket to PM 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

Last, remember to use FindMy phone feature to lock and wipe the phone so people has no way to access your phone data.