Lost Phone

[TyTy5555552]

I lost my phone today and I can't log in to my account because I'm getting a text with the code but I don't have access. I would like to disconnect my number

[hTideGnow]

HI @TyTy5555552 

why cancel? you just need to get a replacement phone and then reactivate with eSIM or a new sim card

but you can suspend your service first.  You can try login and click Didn't receive code or Resend code for 2FA step, then choose Send email or Send voice message to get the code

if that does not help, ask PM agent to help to suspend your service.  you can submit ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[slusagm · Accepted solution]

you need PM to sort it out.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage