Looking swap sims without access to old #

[MobileKlinik145]

Hi Team, we are trying to swap the Sim for a customer but they are unable to log in to their Public account. Login is blocked to 2 factor authentication through their old phone number which was in their stolen phone. 

Customer does have access to their accounts email which is not being prompted for a code.

Any assistance is appreciated as this customer couldn't even login to make this post

[Grinch]

That's interesting.  The verification requires a 6 digit code by text or by voice. A lost phone or damaged SIM will make it hard to change a SIM online! Will it be an issue to confirm yourself with a CSA too??

Perhaps PM could consider allowing the use of the alternate number on My Account??

[Handy1 · Accepted solution]

@MobileKlinik145  Need to contact support 

Getting support / submit ticket

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