Lost SIM card

[Utopie58]

I lost my SIM card and I am unable to request a new one. I have EversafeID on that prevents me from logging onto my account and even community (I had to use a different email to register to join). It keeps sending me a code when I try to log in to self serve but, obviously, I cannot receive it since I don’t have access to my number. What can I do? I tried requesting it using the chat to no avail (because I don’t have access to my phone)

[Utopie58]

Thank you, I managed to long on!

[softech]

@Utopie58   

you do not use this new id to "activate" the sim card.  You need to log back in using the old one and make a change sim card request

For login, no worry, there are way to get back in:

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If 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 by direct message here:

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

[Handy1 · Accepted solution]

@Utopie58 to log into your account .Try tapping resend code a few times  you should get option to send code to email instead  if no luck please submit ticket with support to help you re-gain access . You will need to call around to local Telus Koodo store for availability of PM SIM card or order one from Amazon . and once logged in to your my account go to profile  page and SIM card swap the sim number like this 

SIM  SWAPPING  profile tabs

Note only do this on lap top or computer/ not mobile device

or once you have the SIM card in hand you. Can ask support to sim swap the number for you 

private message   To CS_Agents click          

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                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437