Community

[Jray717]

My phone was stolen & I can’t remember the email address or password to get access to my account so I can get my number changed to a different phone - anyone had this issue

[BEER]

1. Contact PM Customer Rep:  They may be able to assist you in changing your phone number or transferring it to a new account.

2. File a police report: it's important to file a police report. This can help you in case of identity theft or any other issues that may arise.

[esjliv]

@Jray717  - 

Once you get access to My Account and obtain a new SIM card and phone (or have you obtained those yet?)

1. See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone
2. See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

OR -

You can use this direct link to click to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[BKNS27]

@Jray717 

If you tried all possible email address and click on Forgot Password.

Only a CS_Agent can help you access your account and Blacklist your phone.

[hTideGnow · Accepted solution]

Hi @Jray717 My Account login is email address.  Try to using Reset Password and try with the couple email addresses you used most 

if you are unable to figure it out, please open ticket with PM CS agent 

at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

And you have a new sim card? You need a new sim card and login My Account using computer and arrange Change sim card.  But your new PM sim card from Telus or Koodo Corporate stores

[dust2dust]

Look in all your emails for the welcome email from when you signed up or other marketing and promotion emails from here. Then do the reset password and send the verification to that email. If that email service needs a text verification to use it, then you'd be in a pickle.

[softech]

@Jray717 

please open ticket with PM support

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Add:

And for your lost phone, maybe you can   use  the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/

                 (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

               (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)