topic New Number in Get Support

New Number

JO62 — Mon, 08 Jun 2026 17:29:49 GMT

Hi, having an issue. Created a new account to have a secondary phone on my iPhone. The new eSim and number seemed to be registered to a random person. I couldn't receive texts, and any calls my friends made to my new number went to this random lady. I tried to create a new number in the app, but I can't receive texts on it to verify ever safe and I can't do anything without that 2fa to the 'new' number working... I keep getting disconnected from the support chat and losing my place in line.

Re: New Number

slusagm — Mon, 08 Jun 2026 17:43:00 GMT

honest, it is not unheard of. PM uses Telus system and this is a common Telus glitch

if you can login My Account, you can go to Profile and choose a new phone number (click the pencil besides the number and choose a new one)

if you cannot 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

Re: New Number

hTideGnow — Mon, 08 Jun 2026 17:41:23 GMT

HI @JO62

so, if you call the number, someone answer and not a voicemail?

Since someone already own the number, you need another one. Login My Account or the app and choose a new number