topic Re: Changing Sim Card without old phone in Get Support

Changing Sim Card without old phone

Nicole45 — Mon, 08 Jun 2026 19:18:43 GMT

Hi there,

I want to update the SIM card on my account because my old phone was lost. The problem is that in order to change my SIM card, I need to complete 2 step verification using a text from my old phone that I can’t access. I’d appreciate some assistance in solving the issue.

Thanks!

Nicole

Re: Changing Sim Card without old phone

slusagm — Mon, 08 Jun 2026 19:21:53 GMT

Ask PM to help to update the sim card number for you

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: Changing Sim Card without old phone

BKNS27 — Mon, 08 Jun 2026 20:08:47 GMT

@Nicole45

You can have the 2 FA code sent to your email. Just click on Resend Code or Didn’t Receive Code and there is an option for sending it by text, voicemail or email.

Once you are in your account. Go to Account tan then Report Lost/Stolen Device to pause service.

Once you have a new phone. Download the PM app and go to Account tab again and go to Change Your SIM card or purchase a new eSIM.

Re: Changing Sim Card without old phone

leafs817 — Mon, 08 Jun 2026 20:14:37 GMT

If you have an iPhone and a MacBook or iPad, it’s much more convenient. When both devices are signed in with the same Apple ID, you can receive verification codes via text message on your MacBook or iPad. I’m not sure if this method works for you, but I hope it serves as a helpful reference for others.