topic New sim card is for my father in Get Support

New sim card is for my father

Sunnray — Fri, 13 Feb 2026 22:40:49 GMT

I ordered a new sim card for my dad's phone. I think the sim card is tied to my email. We need to correct this.

We have a Google Pixel 7 for my dad. Sim card is in place and connected to internet.

What are next steps?

Re: New sim card is for my father

hTideGnow — Fri, 13 Feb 2026 22:09:04 GMT

hi @Sunnray

we are just customers, remove the email address as well

so, you have 2 accounts? did you use different email to setup the 2nd account? PM system is one account for one phone number. So, sound like you need PM support agent to help and resolve it

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket 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

Re: New sim card is for my father

Socrates8567 — Fri, 13 Feb 2026 22:18:32 GMT

Hello

Please remove all that personal information by clicking on the arrow to the top of the box and edit.

There is nothing to correct. All he needs to do is log into his account, edit the sim card number to the one you ordered, pop it in the phone and restart it. It's that easy. When you order a sim card from public mobile, it's not tied to anything. You can order 5 sim cards if you wanted to for your friends and family, it's just a card. There is no need to contact customer service.

Re: New sim card is for my father

Socrates8567 — Fri, 13 Feb 2026 22:20:47 GMT

@hTideGnow wrote:
hi @Sunnray
we are just customers, remove the email address as well
so, you have 2 accounts? did you use different email to setup the 2nd account? PM system is one account for one phone number. So, sound like you need PM support agent to help and resolve it
submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket 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

To educate myself and others, why does he need to contact customer service if all he did was purchase a sim card? Purchasing a sim card is exactly that, just a purchase. It's not tied to any account. Just like if he bought them off Amazon. I'm confused why he needs customer service though. Maybe you can share why so I have a better understanding?

Re: New sim card is for my father

Sunnray — Fri, 13 Feb 2026 23:43:16 GMT

Google Pixel needed to be restarted in order to use Google Play.

Was able to successfully install app.