I need to suspend my son's account he's lost his phone

[Colley771]

We cannot get the code, because his phone is lost, and the email on the file is an old one he no longer have access to.  Please help. 

[hTideGnow]

HI @Colley771 

then please just submit ticket with CS agent, they can help to change to the correct email

[Colley771]

The email on the account is not accessible anymore 

[HALIMACS]

@Colley771 

after you have been able to set your account on “lost/stolen” status in self-serve, you can get a new Public Mobile Sim card at a corporate Telus or Koodo location.

Then once you have acquired a replacement device, simply pop the Sim card in there, after associating the new Sim number with the account under the profile tab in self serve.

Then remove the ”lost/stolen” setting and reboot the device, and everything should be good to go! 

[hTideGnow]

Hi @Colley771 

when they try to send you 2FA, click "Did't receive code" and then click on the email option.   You will then get the code via email

if there is no email option, ask agent to help

 please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437