Damaged SIM card and phone

[abstewart99]

Hi all. My wife's phone fell into the fire pit. No more phone or sim card. Plus she changed her email address and I can't activate the new sim card because of two tier security. Help?

[darlicious]

@abstewart99 

Bummer! That's a new one....and no one had the Ove Glove handy?

Contact customer support to perform the SIM swap for you after answering a few extra verification questions. Have your payment card details handy for the reply from the CSA. Leave a detailed message and include the account details that you know if you wish to pre-verify thru the initial contact.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #

[BKNS27]

@abstewart99 

You will need to purchase new SIM then login to Self Serve account and click on Change SIM Card.

Canadian Cell Supplies online have them on sale for $2.99.

Or you can purchase a refurbished phone with a free SIM from PM.

To change the email address, you will need the help of a CS_Agent by SIMon Chatbot or private messaging on this Community page.

[dust2dust]

While burning? I hope you weren't breathing the fumes. It might have been interesting to watch the battery go up too.

So she can't access her old email now? Even by webmail?

The only thing you can do then is to contact the support people to do the change sim or change email address.

[esjliv · Accepted solution]

@abstewart99  - oh no! 🔥

See ways to obtain a new SIM card: https://www.publicmobile.ca/en/bc/get-help/articles?q=sim+card

Retailer locations here, are there any near you for quick replacement: https://www.publicmobile.ca/en/on/store-locator

You only need to swap the new SIM number with the old one on the self serve account. No need to reactivate a new account.

See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

To change the email on the self serve account, only CSA can do that for you.

You can contact Public Mobile Representatives customer support agents (CSA), by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent