How to re-activate my account

[Leo2023]

Hi,

My mother lost her phone and her account is suspended. She cannot log in because she cannot receive the code on her phone. How can she replace SIM and re-activate her account?

[Leo2023]

Thank you so much! I was able to log in in her account (via email).

[esjliv]

@Leo2023 if the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611 (or # 1-855-478-2542 or # 1-855-4PUBLIC from another device),  see here for voucher and other info here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

Then once logged into My Account (if she can use the resend code method to get the email option to log in) see how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

Then once a new SIM card and phone is obtained, see "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

[BKNS27]

@Leo2023 

If you know the registered email address and password your mother used during activating her SIM. 
Start by creating a Eversafe ID (click on Sign Up then login to her account.

Go to the Profile section Change SIM Card Number and enter the new SIM card number.

Note that it is quicker to pickup a new SIM from your local Telus/Koodo store or from Amazon.ca. Members reported that it nay take  take up to 3 weeks to arrive if you order from PM.

 

[Handy1]

@Leo2023  get support to help you regain access to the account , get a new SIM card and in my account change SIM card number (swap sim)

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<

SIM  SWAPPING  profile tabs

[softech · Accepted solution]

@Leo2023 

PM just changed to a new EverSafe login system and you need to complete the setup for proper login

If she has already setup EverSafe id, then at the 2FA screen, she can click Reset Code and then Send email

But  if she has not created an EverSafe id yet,  she 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 and have them to help in this situation:

Private message CS agent at 

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

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