topic Re: Lost sim card. 2 factor verification issue in Get Support

Lost sim card. 2 factor verification issue

Tío2026 — Sun, 12 Jul 2026 22:10:09 GMT

I lost my sim card. Ordered a new one. Trying to set it up, I'm getting the 2 factor verification which keeps sending the code to my number. Since I lost my previous sim card, I dont have access to my texts. It is not giving me the option to send the code to my email.

Re: Lost sim card. 2 factor verification issue

Chalupa_Batman — Sun, 12 Jul 2026 22:15:09 GMT

@Tío2026 wrote:
I lost my sim card. Ordered a new one. Trying to set it up, I'm getting the 2 factor verification which keeps sending the code to my number. Since I lost my previous sim card, I dont have access to my texts. It is not giving me the option to send the code to my email.

Hello @Tío2026

Try clicking on "Didn't Get The Code" and see if there is an email or voicemail option. If those two options aren't there, reach out to a CS Agent to help you get back in. And once you're back in, here is where you change your code.

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Lost sim card. 2 factor verification issue

Tío2026 — Sun, 12 Jul 2026 22:28:50 GMT

Thank you for your reply. I tried everything and nothing works. I cant get over the 2 factor authentication step since its not letting me pick the email option. Im not sure how an agent will call me when my number is not working

Re: Lost sim card. 2 factor verification issue

slusagm — Sun, 12 Jul 2026 22:30:48 GMT

Agent won't call you, but they will message you via private message in the Community inbox

Follow this

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