08-08-2021 12:25 AM - edited 01-06-2022 03:03 AM
I lost my phone, got a new sim card, trying to change sim card via email it does not allow me the system accepts via phone (but I donot have the phone!) via email stops and say go back to login! tried many times but not successful. Not sure how to fix this issue.
08-08-2021 12:59 PM
@Ali12 : The above is _not_ the only way. It would be helpful to the community if you reported back with your experiences after all the replies.
08-08-2021 12:56 PM
Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,
and the are nice service Team the will help you 100%.
you Have To Submit a Ticket To Customer Support Agent by CS_Agent,
Here’s how to contact Customer Support Agent by CS_Agent,
Good Luck
08-08-2021 08:36 AM
Here is a thread about 2FA.
08-08-2021 06:10 AM
2FA =Two-Factor Authentication
Also have other names like 2-step Verification...
08-08-2021 12:53 AM
@Koombassi there were many cases of SIM fraud earlier this year and it was concerning.
At one point, PM removed the feature to let customers request SIM swap on My Account themselves. Instead, CSA was involved to validate client identity but it delayed the process and some people were not happy.
2FA is then introduced, it allows customers to request SIM swap themselves but also keep the necessary security check there without much delay.
08-08-2021 12:50 AM
And another thanks to you @darlicious @for this info.
08-08-2021 12:49 AM
Ah..hah! Thanks for the info. I went back to my Overview page and saw the Change SIM card feature and the email/sms option.
08-08-2021 12:46 AM
Because of the high incidence of fraudulent SIM swaps pm removed the ability to perform SIM swaps in our accounts until they could secure that feature. They recently returned that feature to our accounts but one must verify account ownership with a verification code sent via SMS text or email. Otherwise SIM swaps can still be performed by the CSA's for customers unable to verify by 2FA.
08-08-2021 12:44 AM
@Koombassi wrote:Email 2FA is a new feature to me. Can you explain, please?
This is a security measure. Other companies do this too, sometimes for logging into an account. The e-mail must be responded to in some way, sometimes it being a link just to confirm, or sometimes, a code is provided that needs to be entered to get into an account. In Public Mobile's case, 2FA methods are now being used before allowing a customer to change the active SIM card.
08-08-2021 12:41 AM
Email 2FA is a new feature to me. Can you explain, please?
08-08-2021 12:40 AM
To perform a SIM swap you must verify thru either SMS or email 2FA.
08-08-2021 12:38 AM
Before making a change in your account it is best to clear your browser, reboot your device, use secret/incognito mode with chrome, firefox or safari as these work best. Or change the device or computer you are using.....microsoft edge works well with pc/laptops.
Now you should be able to get email 2FA to work. Make sure you have resumed your service with the lost/stolen feature if you have previously suspended service when the phone was originally lost after swapping sim cards. You may have to suspend it again briefly thru lost/stolen if you have trouble getting the system to take your payment from your balance if you need to reactivate your service.
The CSA's have finished for the day so we can continue to help you til you accomplish getting the SIM swapped and/or service reactivated.
08-08-2021 12:38 AM
@Ali12 : Try another browser or clear cache/site cookies or use incognito/privacy mode.
08-08-2021 12:32 AM
Can you access your account? Report your telephone is lost. When you get a new phone reactivate. I'm unclear when you say you're trying to activate with email. You can only activate through your PM account.