Lost everything

[Marlene2]

HELP.. I am writing on behalf of a friend. She lost her phone, does not remember her Gmail password or her Public self serve password. She really cannot loose her number. HOW? Do we go about getting the INFO we need to either port her number to Koodo, or regain access to do a SIM swap so she can use a new phone?? PLEASE HELP

[darlicious]

@Marlene2 

Contacting customer support will help your friend recover access to her account. Just explain the circumstances to the CSA and they will ask certain questions to verify her identity. If she has a card registered for autopay then those details will make it easier to verify. Have her make a community account using her email on her self serve account to submit a support ticket thru SIMon. Or send a private message....then use the second option below and read the spoiler.

Once account access is gained go to the plans or usage page and suspend service via lost/stolen. Once a new unactivated sim card is obtained resume service via lost/stolen before performing the sim swap.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[softech · Accepted solution]

@Marlene2   ticket to CS Support

Private message CS Agent and ask them to put the phone on Lost/Stolen for now.   

      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 you there

Also, try to use Findmyphone service to try locate the phone

Apple: https://www.apple.com/ca/icloud/find-my/

                        (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone

Samsung: https://findmymobile.samsung.com/

                        (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

Long term plan, open another Gmail for now.  open ticket again with PM Support to change the My Account login to the new email

[esjliv]

@Marlene2 

Do you mean her Self Serve account?

To get help accessing her account as CSA.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

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