Help!

[GabrielleKaih]

I left my SIM card in a device in another country, I can't log in into my account to submit a ticket for assistance. Why is it soooooo hard to contact someone in this company? I order a new SIM card that should be here today or tomorrow and I don't know how and if I will be able to hold to the same phone number or what. Someone who can help me?

[LitlLdy · Accepted solution]

---

@GabrielleKaih wrote:

I left my SIM card in a device in another country, I can't log in into my account to submit a ticket for assistance. Why is it soooooo hard to contact someone in this company? I order a new SIM card that should be here today or tomorrow and I don't know how and if I will be able to hold to the same phone number or what. Someone who can help me?

---

@GabrielleKaih , at the moment the chatbot is not working to allow you to submit a support ticket nor is the link the chatbot provides to send a private message to a CSA! I will give you the correct link. Sorry about all the trouble! 😕

You can send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Customer Support Agents are available from:

- Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

[will13am]

@GabrielleKaih , further to the above suggestion, if you are not able to trigger the email option for 2FA using resent, try the forgot password option and that should allow use of email to complete the login.  The new login system is rather deceptive in that 2FA codes to SMS is a default instead of user select first before sending codes out.  

[esjliv]

@GabrielleKaih - if you hit 'resend code' do you get an email option to log in?

If still issues, you can use the “Get Help” section at the top of the screen above: https://www.publicmobile.ca/en/ns/get-help, type 'customer support' to get methods to Public Mobile representatives. Then choose the private message method, if Chat bot doesn't work for you.

Once logged into My Account, See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number 

EDIT, and yes, you can keep your same number as long as the account has not been in suspended status for over 90 days (which would close your account and lose your number).