Lost Sim/Can't access account

[iiamjamess]

Apologies if this has been answered. Everything I've read suggests logging into my account, except when I try to do that, it asks me to confirm my identity and it sends a text to the number of the sim card which I've lost.

Ive had to create a new account just to make this post 😅

Is it possible for me to access my account and carry on using my same number with a new sim? Any help appreciated!

[iiamjamess]

Password reset has worked. It allowed me to 2FA to my email. Thank you!!

[hairbag1]

@iiamjamess 

if you make a few more attempts to have code sent...it'll eventually give option to send to your email. It could take 3 or 4 tries.

[iiamjamess]

Password reset also asks for a code which his sends a text for, and the incorrect code never prompted me for an email option so I think I will open a ticket, thank you!

[iiamjamess]

I can't log into my account because it asks for a code which it sends to my lost sim. 

[hairbag1]

@iiamjamess 

you'll need to get a new PM sim, then log in to your account to get it changed.

If you haven't created an Eversafe credentials...that's required now.

[softech · Accepted solution]

@iiamjamess   have you setup your EverSafe id yet?

Assuming 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 

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

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

[dabr]

@iiamjamess    Try clicking Resend Code or try Forgot Password options and you should be able to have the code sent via email instead.

edit:  Once you have access to your My Account then you can update the SIM card under Profile (I think) and your old number will be registered to the new SIM card.  Make sure to reboot after updating the SIM card.

adding:  @softech, just to clarify I was able to access couple of other account I manage by using the above suggestions.