Lost my phone and can't access Public Mobile account

[appl3gail]

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.

[Meow]

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

[Quigley]

@appl3gail 

You have no choice now, other than help from a Customer Support Agent.

Use the Chatbot Simon to get a service ticket started.

[computergeek541 · Accepted solution]

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@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.

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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