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Lost Phone

Robintobin
Great Neighbour / Super Voisin

My husband lost his phone and we need to replace it.  I cannot log into the account because he doesn't remember the email.  I can't seem to get around this if anyone knows what to do please advise.  Also would like to know if I can get another simm card but with the same phone number.  Thank you

1 ACCEPTED SOLUTION

Accepted Solutions

dabr
Mayor / Maire

@Robintobin   If you're unable to login into his account and put it into Lost/Stolen mode, then submit a ticket to customer support via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

 

If unable to submit a ticket, send a private message to CS_Agent here:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

They should be able to Suspend the account until your husband has found his phone or decides to replace the SIM card which can also be done with assistance from CSA"s.

 

Edit:  Yes, you can purchase a SIM card from retailers like Walmart or London Drugs, but explain that you are replacing a SIM and not activating a new account.  Once you have access to the account, select Change SIM option on right hand side of page and select the verification method for 2FA.

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3 REPLIES 3

dabr
Mayor / Maire

@Robintobin   If you're unable to login into his account and put it into Lost/Stolen mode, then submit a ticket to customer support via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

 

If unable to submit a ticket, send a private message to CS_Agent here:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

They should be able to Suspend the account until your husband has found his phone or decides to replace the SIM card which can also be done with assistance from CSA"s.

 

Edit:  Yes, you can purchase a SIM card from retailers like Walmart or London Drugs, but explain that you are replacing a SIM and not activating a new account.  Once you have access to the account, select Change SIM option on right hand side of page and select the verification method for 2FA.

esjliv
Mayor / Maire

@Robintobin 

You could try different emails you think it could be, then try the Forgot your Password link:

https://selfserve.publicmobile.ca/forgot-password/

 

If you still cannot find it, or never registered for one yet (which is possible if you activated in-store), then use the links in @dabr post to submit a ticket to CSA to get your account access.

 

Once you have access to your account and obtain a new SIM card, you can perform the SIM SWAP yourself, see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

 

 

JL9
Mayor / Maire

If you can narrow down the emails you think he used you can do a search for Public Mobile to see if you find the one used and then use the forgot password link, if not a CSA will have to rectify that.

 

As for sim, I would recommend either in store or a place like Canadian Cell Supplies as not only is it much cheaper, it is much quicker delivery. Then just be mindful (as already stated) to just click on change sim as opposed to a new activation, as the change sim will keep the number and rewards, all the pertinent stuff from his current account