Cancel my mom's account but she has replaced her SIM card already

[MomLLK]

Hello, I bought public mobile SIM card and plan for my mom when she had a stroke and was in hospital. Since then she's gone home, and has purchased a SIM card and plan from a different provider. I need to cancel the current plan. I cannot log in using EverSafe as she's replaced the SIM.

I have all the account info as I created (and paid) for the account for her. How can I cancel the account? Thank you

[MomLLK]

Thank you for the info!

[BKNS27]

@MomLLK 

If you mom ported her old number to the new carrier. She needs to complete the porting by replying to the text from PM confirming she is porting out…then you don’t need to do anything.

[HALIMACS]

@MomLLK 

If you successfully ported the phone number from public mobile to the other provider, you won't have to cancel the PM account.

Otherwise, you can ask the customer support agents to remove the credit card and cancel the account.

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.