01-07-2023 12:21 PM - last edited on 01-07-2023 12:23 PM by computergeek541
I lost my phone and have a new SIM card which I'm trying to activate using my number from the lost SIM card. When I try to login to my Public Mobile account, it asks for 2FA with either an email or my phone number. I can't use the phone number because my phone is lost, but the email is an iCloud. When I try to sign into my iCloud on my laptop it also asks for 2FA using my phone number. I have an iPod connected to my iCloud which I tried to login to to access my mail, but when I turn it on it asks me to re-enter my password and then 2FA with another apple device or my phone number. I don't have another apple device to use, so I'm stuck.
Solved! Go to Solution.
01-07-2023 12:29 PM
Contact agent to let you in.
To Contact CSA-agent; there are 2 methods:
https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.
If opening a ticket does not work very first time, contact agent directly.
- Send a private message to the CSA - agent by clicking (Ctrl+)Here
01-07-2023 12:24 PM
You have no choice now, other than help from a Customer Support Agent.
Use the Chatbot Simon to get a service ticket started.
01-07-2023 12:23 PM
@appl3gail wrote:I lost my phone and have a new SIM card which I'm trying to activate using my number from the lost SIM card. When I try to login to my Public Mobile account, it asks for 2FA with either an email or my phone number. I can't use the phone number because my phone is lost, but the email is an iCloud. When I try to sign into my iCloud on my laptop it also asks for 2FA using my phone number. I have an iPod connected to my iCloud which I tried to login to to access my mail, but when I turn it on it asks me to re-enter my password and then 2FA with another apple device or my phone number. I don't have another apple device to use, so I'm stuck.
For this type of situation, the only people who can help you are the Public Mobile customer support agents who can attach a new SIM card to your account. Please open a ticket using the chatbot. https://widget.telus.tiia.ai/publicmobile/publicmobile.html