I am an existing customer who lost my phone ,,I an having difficulty activating a new sim

[trenttylerhewar]

Having difficulty activating a new sim to my old account   Please help 

[Timer]

@trenttylerhewar 

from where you but it this SIM card go back maybe they can changed for you.

or contact support team by private message CS_Agent  with photo of that SIM and receipt to issue to your account a credit to you go other store Telus or Koodo to buy it new one.

[softech]

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@trenttylerhewar wrote:

Did that and it is not accepting the new sim card number ,set guess I should have mentioned that.      The sim card area zeros out when I press enter 

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@trenttylerhewar   just want to confirm, you didn't try to activate the new sim card at activate.publicmobile.ca ?  You were trying to "Change Sim card" at My Account?.  Please try once more time using Incognito mode or try using a different browser (Edge/Firefox/Chrome).   If it still fails, please open  ticket with PM Support and they can verify if the SIM card is good:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 you there

[trenttylerhewar]

Another computer is not an option all I have is this crap Telus phone to work with ,,in a remote area

[trenttylerhewar]

Did that and it is not accepting the new sim card number ,set guess I should have mentioned that.      The sim card area zeros out when I press enter 

[Outdoorsman]

@trenttylerhewar hi you just go into your self serve go to profile,  you can change sim there 

[esjliv]

@trenttylerhewar - you do not need to go through the activation process with a new sim card, but you will need to swap out the old sim number with the new sim number.

See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

If having issues, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[Timer]

@trenttylerhewar 

Lost or Stolen Phone > http://publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

instructions how to SIM Swap in that link > http://publicmobile.ca/en/on/get-help/articles/sim-swap-fraud