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I lost access to my phone number account and my Gmail account

MikeyMike
Great Neighbour / Super Voisin

So someone has stolen my phone and and changed all my passwords and I cannot get back into the account whatsoever how do I go about this to get my number back because I need this phone number so badly because I have everything attached to it that is important to me on computers for all my online stuff, so how do I get I back the phone number account with public mobile please help please!

10 REPLIES 10

MikeyMike
Great Neighbour / Super Voisin

The problem is I didn't have a screen lock and my phone's screen was always on so whoever got it changed all my passwords to everything and I can't access it whatso ever because I had some money on all my accounts it's very unfortunate even my bc lotto account all my emails all my Bitcoin accounts everything so unfortunite

darlicious
Mayor / Maire

15 hours and not a peep from the OP who was online when I first replied and when @BKNS27 responded?

 

@MikeyMike 

We can't help you if you don't respond? Hopefully you've averted a financial disaster.

 

Edit:

This is why I don't like that pm removed the security question and answer in favour of 2FA. The self serve account would still be safe if the security question/answer is not obvious.

Tsawwassen
Great Citizen / Super Citoyen

You should ASAP  remotely lock and erase your phone--

(1) Android device via the Find My Device app Use Gmail credentials to sign in to google.com/android/find from a web browser and select SECURE DEVICE. You'll then be prompted to set a new lock screen password.

(2) For Iphone –

Turn on Lost Mode or lock a device

  1. In Find Devices on iCloud.com, click All Devices, then select the device you want to put into Lost Mode or lock. ... 
  2. Click Lost Mode or Lock.
  3. Erase device

gpixel4
Mayor / Maire

this is one of the downfalls of 2fa... hopefully this person didn't change the profile information... I wouldn't spend too much time on just trying to get the number back. start calling your banks etc. and remove the 2fa on the accounts so the user can't use that option to infiltrate 

softech
Mayor / Maire

@MikeyMike   

 

you have opened a ticket with PM support yet ?  Message them

    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

 

 

Also, you might want to try your luck with the Findmy service to remotely lock and wipe the phone (although it could be too late at this point)

Apple: https://www.apple.com/ca/icloud/find-my/

                 (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

               (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

 

WolverineCaz
Great Citizen / Super Citoyen

I'd start with my email accounts and try to do the ''forgot my password'' so that whoever stole it can't log in. I doubt he could get through any security questions. Personally, I'd also flag it to the local police since it was stolen. It's a long shot but it could turn up. 

esjliv
Mayor / Maire

Sorry to hear this @MikeyMike 

 

Some articles to review here:

Although, since you cannot access your My Account right now, you may need to contact CSA as per @HALIMACS post for assistance to list your phone lost/stolen.

 

If you already obtained a new SIM card, and since you cannot access My Account, you may click here to directly request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

HALIMACS
Mayor / Maire

@MikeyMike 

 

The first thing you should do is ensure any financial institution login credentials are secure. 

 

Then you should try to log into your self service account and set this device up as "lost and stolen".

 

Then you can order a SIM card or pick one up from telus, koodo, or mobile klinik location and once you have a device for it, you can change the SIM card attached to the account, also in your self-service account. 

 

Then you can remove the Lost/stolen designation.

 

If you require assistance from customer support to access self-serve due to compromised login credentials, here's how to reach them:

 

To contact a Customer Support Agent, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

BKNS27
Mayor / Maire

@MikeyMike 

You should contact a CS_Agent to Blacklist your phone once your credentials are confirmed. You will need your security PIN and they will look into it for you.

darlicious
Mayor / Maire

@MikeyMike 

Oh geez...that sucks! Do you have 2FA enabled on your self serve account?