topic Re: Old phone broken in Get Support

Old phone broken

Abedyck — Sat, 11 Apr 2026 18:12:22 GMT

My old phone is broken and i cant get verification codes to activate my new sim card.

Re: Old phone broken

softech — Sat, 11 Apr 2026 18:18:46 GMT

Once you get the sim card, you can update the sim card number from either the PM app or My Account via the browser

If you are unable to login as you don't have a phone to receive the 2FA code: You can get it vis email or voicemail. On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email or "Send Voice Message" (When choosing "Send Voice Message", call yourself using another phone to retrieve VM)

If still unable to login, Please private message CS Agent for assistance. :
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: Old phone broken

Abedyck — Sat, 11 Apr 2026 18:24:43 GMT

It doesn't work to get it to email the code.that only works for basic login. And the csagent told my that they can't help. Only community agent can help with this

Re: Old phone broken

softech — Sat, 11 Apr 2026 18:29:24 GMT

@Abedyck this is something CS agent will help

Community is just group of customers and they cannot help. Please use the link to message them

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