Lost Sim - can’t log in

[Gyoujju]

Hello,

I set up a plan on a new sim and then lost the SIM card.

i had to buy a new sim and start a new plan, but i need to close the old one but i cannot log into it without the one time password sent to the number.

How do i get access to the account?

[CSA_PM]

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

[hTideGnow]

hi @Gyoujju 

you shouldn't start a new plan, you can simply ask PM to update the new sim card on the original account

but since you already setup a 2nd account, yes, you need PM to close the first one (if the first account was never used, they can provide refund)

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, 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