Lost my Phone.

[Shourya]

Hey, I lost my phone and basically lost my number. I got a new Sim and I'm trying to log in to activate it. It won't let me log into my account because it's sending a security code to my lost number. I'm trying to get the same number back and would like your help. (This is a different account I've made so I can post).  Thankyou!

[hairbag1]

@Shourya 

[esjliv]

@Shourya - were you able to link your Community account to your My Account and log into My Account?

If so, see "How To Change Your SIM Number" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

[softech · Accepted solution]

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@Shourya 

yes, you can get the same number back without issue, you just need to login to the My Account with that phone number, go to Profile page and request sim card change there

For your login issue

Have you login to My Account since EverSafe was introduced?

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

[dust2dust]

Had you gone through the new login system yet? If so then you can click on resend code and choose the email option. (it really ought to say resend code options)

[HALIMACS]

@Shourya 

You DON'T need to activate the new SIM card.

Just log into your prior self-serve account, go to Profile and update the new SIM card number there.  To get the security code, just tap "resend code" a few times (or enter an incorrect code 3 or 4 times), and the system will eventually give you the option to have one sent to your registered e-mail address on file.

This way, you WILL KEEP your old number and service.