eSIM and damaged phone

Laura-Lee1 — Mon, 30 Mar 2026 17:49:07 GMT

My husband’s phone is completely destroyed (water damage) and had an eSIM.

He cannot receive the verification code to log into his account.

Please help me bypass verification and transfer his number to a new eSIM on a new phone.

Re: eSIM and damaged phone

slusagm — Mon, 30 Mar 2026 17:51:24 GMT

no need to bypass, just send it to email or voicemail

on the 2FA step, click Didn't Receive code or Resend code. Choose send email or send voice message. If you use voice message, he can call himself from another phone, then click * at the greetings and enter the PIN

but if he still unable to login, 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

topic eSIM and damaged phone in Get Support

eSIM and damaged phone

Re: eSIM and damaged phone