@Sarah230
If you've lost your device and cannot access self-serve, contact the Customer Support Agents as follows, then, once you've regained access, place you account in "Lost/Stolen" mode to ensure no one who may find your device is able to use the service.
Once you've acquired a new device, and new Public Mobile SIM card, all you need to do is update the SIM number in self-serve under the Change SIM section, then place it in your replacement device, reboot it and you're good to go after you've removed the Lost/Stolen designation status.
To contact a Customer Support Agent, there are 2 methods:
- Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
- Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.
Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.
