For a friend: phone with service fried, backup phone might not get eSIM

[JohnSmith1882]

Howdy.

A friend of mine has service with PM on a phone that doesn't work anymore, and hooked up the service with an eSIM.

That friend cannot log into the e-mail account used to create the PM account (i.e. the PM app) (thus cannot complete the two factor authentication).

The backup device available to my friend seems a bit too old to have the eSIM option available (so it might require a physical SIM card).

Where does my friend go from here?

[JohnSmith1882]

Upon verification with my friend, the password for the voicemail was available so we could reach the voicemail across another phone and complete 2FA this way. Some actions were taken, though we did not take the time to collect all of the data use I wanted to analyse to make sure that plan was still the best when electing not to pay for the coming month (now, we're out of ways altogether to get 2FA to login, as I said, because the e-mail cannot be logged into, no matter the device).

Also, my friend is saying to have experienced poor reception at many locations (especially home, through 4G or 3G), so another provider might be in line some time in the future.

Nonetheless, thanks for your quick offerings.

[funpig1]

@JohnSmith1882

Even if your friend's phone does not work, he should still be able to access his account using a personal computer. After he enters his email address and password, PM will try to send him a Six-Digit code by SMS. The authentication page will say that if you cannot receive the code by text, you can click the other option and ask PM to send the six-digit code to your friend by email. That will allow your friend to enter the account via the computer. 

If your friend insist upon using the old phone, he could order a SIM card for the old phone through the online account or Amazon or by going to a Telus or Koodo store.

Or he could buy a new phone which is capable of using an esim.

Good luck

[hTideGnow]

hi @JohnSmith1882 he likely need to get a physical sim for easier switch .  Buy from Telus or Koodo stores

  but he can message support agent and see if they can help with eSIM

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