topic Re: Change physical sim in Get Support

Change physical sim

Wass-hole — Thu, 16 Apr 2026 21:19:05 GMT

Need a live agent’s help to change physical SIM to new SIM (physical). Lost my phone and old physical sim. Cannot use self serve option “change sim” b/c it sends an authentication code to my old phone. HELP

Re: Change physical sim

computergeek541 — Thu, 16 Apr 2026 21:18:20 GMT

@Wass-hole wrote:
Need a live agent’s help to change physical SIM to new SIM (physical). Lost my phone and old physical sim. Cannot use self serve option “change sim” b/c it sends an authentication code to my old phone. HELP

Public Mobile does not have live agents. I've esclated this case and I have a customer support agent to contact you.

Re: Change physical sim

BKNS27 — Thu, 16 Apr 2026 21:45:24 GMT

@Wass-hole

You can click on Resend Code or Didn’t Receive Code and have the 2FA code sent to your email so you can access your account to Change Your SIM Card number in the Account section.

Re: Change physical sim

computergeek541 — Thu, 16 Apr 2026 22:22:58 GMT

@BKNS27 wrote:
@Wass-hole
You can click on Resend Code or Didn’t Receive Code and have the 2FA code sent to your email so you can access your account to Change Your SIM Card number in the Account section.

The customer has already done all that. The issue doesn't appear to be with not being able to get into the account. The customer is having issue with the fact that the actual change SIM card procedure only sends the 2FA message to the old SIM card and there's no option to send that code anywhere else.

Re: Change physical sim

CSA_PM — Thu, 16 Apr 2026 22:36:56 GMT

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.