Lost phone, 2 factor authentication issue

[Jayao]

Lost my phone and canceled sim card. Public mobile account is set up to 2 factor authentication, and so is the email attached to the account. So I can't access my email as well. I'm getting a sim card tomorrow, how can I add it to my account and get in my account. Thanks 

[update by @softech : tags removed as those are not CS agent account]

[spearo]

I'm sorry to hear about your situation, but I can provide you with some general steps that might help you recover access to your Public Mobile account. Please keep in mind that specific procedures may vary, and you should contact Public Mobile support for the most accurate guidance tailored to your situation.

1. Contact Public Mobile Support: Reach out to Public Mobile's customer support as soon as possible. You can usually do this through their website or another phone if you have one. Explain your situation and let them know you've lost your phone and had to cancel your SIM card. They will guide you through the recovery process.

2. Verify Your Identity: Public Mobile will need to verify your identity before making any changes to your account. Be prepared to provide personal information, such as your account number, PIN, and any other information they request to confirm that you are the account holder.

3. Replace Your SIM Card: Since you mentioned you're getting a new SIM card tomorrow, inform Public Mobile about this. They may be able to assist you in linking the new SIM card to your account once it's activated. Keep the new SIM card safe.

4. Recover Your Email: Once you have access to your new SIM card and phone, try to recover access to your email account. If you've set up recovery options like alternate email addresses or phone numbers, use those to reset your email password. If not, you may need to contact your email service provider's support for assistance.

5. Two-Factor Authentication (2FA): If your email is secured with 2FA, you may need to go through the account recovery process provided by your email service provider. This often involves verifying your identity through alternate methods, like answering security questions or providing recovery codes if you had them saved.

6. Update Your Public Mobile Account: Once you regain access to your email and have the new SIM card, update your Public Mobile account with the new SIM card information. You may be able to do this online or by contacting customer support again.

Remember to keep your personal and account information secure and be cautious about sharing sensitive information with anyone who contacts you. Always initiate contact with trusted customer support channels yourself to avoid potential scams.

[Handy1]

@Jayao  .get support to SIM card swap the number for you once you have the SIM card in hand . Then you will get the codes sent to your phone to log in 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
   

[HALIMACS]

@Jayao 

What do you mean you canceled your sim card?

I hope all you did was mark your account as lost / stolen

If so, with new sim card, simply go into your profile and change the associated sim attached to your account.

EDIT:

To contact a Customer Support Agent, send a private message to 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.