topic Re: SIM card stopped working so cannot verify account through text in Get Support

SIM card stopped working so cannot verify account through text

Frankiecat — Fri, 27 Mar 2026 20:51:33 GMT

Hi there,

My husband lost service a couple days ago, and his account is fine (and restarting the phone/resetting settings etc didn't help), so we ordered a new SIM. Now the problem is that, after downloading the app and logging in using a code through email, we cannot set up a new SIM in the app because it says we need to verify identity and it will only send it as text! There is no email option, so how can we do this? Thanks

Re: SIM card stopped working so cannot verify account through text

slusagm — Fri, 27 Mar 2026 20:52:25 GMT

you can try getting the code via email. Click Didn't Receive code or Resend code and click Send email

if no such option, ask PM to help to login so you can go back and make payment

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: SIM card stopped working so cannot verify account through text

hTideGnow — Fri, 27 Mar 2026 21:00:54 GMT

hi @Frankiecat

if you need the service resume first , then buy a voucher from Shoppers drug mart or Loblaws or No Frills and then load the voucher using *611 or My Account

This is the full list of retails that you can buy vouchers. Vouchers in some stores need to wait 24 hours, but vouchers from Shoppers and Loblaws can be redeemed immediately:
https://www.publicmobile.ca/en/payment-voucher

On top of physical stores, you can also buy online with extra service fess: buy from muskbird.com , ding.com , recharge.com

Re: SIM card stopped working so cannot verify account through text

Frankiecat — Fri, 27 Mar 2026 21:08:52 GMT

What are you talking about? I have a new SIM card. I am just trying to activate without getting a text. But I guess I will have to just go through the ticketing system

Re: SIM card stopped working so cannot verify account through text

Frankiecat — Fri, 27 Mar 2026 21:09:52 GMT

Unfortunately when trying to do any account stuff in the app, there is no option to get a code through email. It will only try resending through text for some reason. I guess ticketing it the only way

Re: SIM card stopped working so cannot verify account through text

BKNS27 — Fri, 27 Mar 2026 21:20:13 GMT

@Frankiecat

SIMs are very sturdy so I don’t think it is the SIM for a lost of service.
Before you activate the second SIM. Check the status of your account first by dialing 611 or call 1-855-4PUBLIC.

If he account is activate then there maybe an outage in your area so check the outage map. I would suggest he reset the Network setting and reboot his phone to see if that works.

https://www.telus.com/en/bc/outages

If his account is suspended due to nonpayment less than 90 days. You will need to make a manual payment with the CC on file or with vouchers. Vouchers can be purchased from:

https://www.publicmobile.ca/en/payment-voucher

If the system can’t locate his number then his account is closed due to nonpayment longer than 90 days. In this case, his account is closed, SIM will no longer work and number returned to the carrier he got the number from. He will need to contact the carrier he got the number from if he wants it back.

You can contact a CS_Agent if you need assistance with the suspended account to help you login to his account.

Re: SIM card stopped working so cannot verify account through text

Frankiecat — Fri, 27 Mar 2026 21:26:53 GMT

We logged into the public mobile app and his account is fine. And actually, you're right that it's not the SIM card, as it does work in my phone.

However, I thought it was the SIM because my SIM card actually stopped working last year. I am also with public mobile on my own account, and went through many steps to confirm it was the SIM.

Anyway it can't be an outage because my service is working. So we're guessing there's something wrong with his phone, a Samsung Galaxy s21. I have tried resetting his network settings, and the phone has been reset multiple times now. WiFi is working.