Locked out from account and need to change the SIM number

[DIlni]

Hi there, I lost my Sim card and bought a new card  but I got locked out of my account. How can I get hold of an agent if all I have is my public account phone number to change the Sim number in the profile. I could login to the community but not the My account. 

[BKNS27]

@DIlni 

If you are a longtime member, you will need to create an Eversafe ID before you can login to your account. Click on Sign Up if you didn’t set an ID account.

 
If you did sign up an account, click on Forgot Password.

[maple_leaf]

Hello @DIlni , You can reach a Customer Support Agent via private message using the link below. Also, if locked out of your account, have you tried resetting the password or sending the 2FA code to your email address (Resend Code)? I've included screenshots below. If you do gain access to your account, you will want to change your SIM to the new SIM purchased, but be sure to remove the hold/suspension first if you had previously marked your phone lost/stolen. Also, Customer Support can assist you with linking your MyAccount and Community profiles so that you have one login for both.

Link to PM CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs

Change Your SIM Number:
https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

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