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Lost My sim card, cannot log into self serve, who do i message here to replace it ?

Great Neighbour / Super Voisin

Hi there, I have lost my sim card and access to self serve also with the email lock out. Who do i message on this website for help ? I have sent a message to Admin and Admin2 but no reply over 12 hours .... 😞 If I chat with chat bot on the main website it says to login to self serve, which I cannot. Please help. TIA


Great Neighbour / Super Voisin

Thanks I will message them !!

Deputy Mayor / Adjoint au Maire

If you're looking to contact a CS Agent, use this link to send them a private message.  This initiates the conversation with them to get some help.


@JohnDoe1367 you need to get a replacement sim card:

Once you got the sim card, go to My Account from ONLY a desktop or laptop computer to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet won't work)

For login issue,  PM just changed to a new EverSafe login system and you need to complete the setup

I assume you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

  1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
    (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
  2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support and have them to help in this situation:

Private message CS agent at 
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there


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