How to get a replacement pre-programmed SIM

[gparker]

Hi there, my wife lost her SIM on vacation last week during a swap for a temporary Mexican SIM. There is no way to log into her Public Mobile account now, as the site requires a code that has been texted to her number... which of course is impossible for us to get.

 @CS_Agent How can I get a replacement SIM sent to us, pre-programmed for her number?

[softech · Accepted solution]

@gparker 

there is no Pre-programmed sim card to send out by PM.

However, you can still login your My Account without a working phone, hopefully

But first, get a brand new sim card here:

• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/bc/pick-up-SIM (call ahead to confirm availability ) 
• Amazon.ca:  https://www.amazon.ca/dp/B07R6P5KBB/ (Free Prime Shipping)
• PM online: https://www.publicmobile.ca/sim-card   (Delivery could take anywhere from 5 days to 3 weeks

And while you get the sim card, let's try logging back into My Account without a working phone

PM just changed to a new EverSafe login system and you need to complete the setup on this new system.  Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support by direct message here:

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

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

[hairbag1]

@gparker 

are you referring to the new PM eSim or the older physical sim that needs to be installed into the sim slot on the phone ? If you lost the physical sim, you'll need to get a new one, then log in to her account and Change Sim Number... then she's back in business.

You'll need to order the sim from the PM website...Amazon also has 'em with much faster delivery then PM. Check at the official Telus / Koodo kiosk at nearby mall.

[esjliv]

---

@Vitz wrote:

Seems tech missedout to address this. If the code is super critical to access our account then they should provide an alternate option on that form. For example send code to email. This helps incase if some even lost thier phone or sim

---

@Vitz - email is an option through EverSafe. Choose RESEND, and you get the option. Or enter incorrect codes a few times, and that should also provide an email option.

[Vitz]

Seems tech missedout to address this. If the code is super critical to access our account then they should provide an alternate option on that form. For example send code to email. This helps incase if some even lost thier phone or sim

[BKNS27]

@gparker 

You can click on Resend Code and you will have the option of having the 2FA code sent by email, text or call.

But did you create an Eversafe ID account? You need to create one first before accessing your account. So click on Sign Up if you haven’t yet.

Once in your account, go to Profile section and click on Change SIM Card Number.

 

[esjliv]

@gparker - try selecting RESEND CODE multiple times, do you then get an email option for the code?

Are you near a corporate koodo or telus store? You can pick one up there, call beforehand to ensure they have stock. https://www.publicmobile.ca/en/ns/pick-up-SIM

FYI, CS_Agent does not normally post in the community. Here is where other customers and members post to help one another.

Why did you tag CS_Agent? Did it tell you somewhere to do this? Where, may I ask?

EDIT, once you obtain a new sim card, and access to My Account, you can swap the number yourself on your 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