Lost phone, Help me SWAP to NEW SIM Card ,

[ayishailampirai]

I know my accounts details on Public mobile portal. but I am unable to completes login bz SMS or Email authentication required, Also I am unable to access my email bz two step verification ON , required code on my phone. its on Loop.

I have new sim card and i know my old sim number , please help swap to new sim number.

[ayishailampirai]

Issue got resolved by CS Agent, thanks for your guidance.

[Camera4617]

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@hTideGnow wrote:

Good point @Camera4617   , but sadly not many site allows 2FA apps as an option

and to add, make sure email account has 2FA and use app for 2FA.  Using phone to receive 2FA code for email is the worst, once hacker got your email, they can get into a lot more after

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@hTideGnow  That might have been case few years ago, but now mostly they do (if they have 2FA anyway).. The only site that I know, that does not accept something else than SMS for 2FA is Government of Canada but even there you can actually use phone line to call you to authenticate so you could use your home phone or something else. Most of them have eMail as an option, and majority of eMails have support for using TOTP with 2FA apps. So, if you protect your email properly, then you can protect most of others too. 

[hTideGnow]

Good point @Camera4617   , but sadly not many site allows 2FA apps as an option

and to add, make sure email account has 2FA and use app for 2FA.  Using phone to receive 2FA code for email is the worst, once hacker got your email, they can get into a lot more after

[hTideGnow]

HI @ayishailampirai  are you back to your My Account yet?

For sim card change, please remember to login My Account using desktop/laptop computer only.  Doing so with Mobile phone or tablet won't work due to some website glitches

[Camera4617]

Not sure what email you use, but in this case it would help if you did not use SMS as 2FA and that's one that you should never use (your case is one of the examples). You should use some other way of 2FA for email, like some 2FA app (many in either apple or google store). Ideally, stay away from phone as 2FA for any account you can. 

[ayishailampirai]

FYI

[Handy1]

@ayishailampirai  absolutely just keep an eye on the envelope icon top of page for there reply .. and your on your way 

[ayishailampirai]

@Handy1  Thank You for your quick help. I just sent a private message to CS Agent (hope they are from Public mobile or Telus) and waiting for them to grant access to my account, rest I can do SIM SWAP

[Handy1]

@ayishailampirai  They will be able to help you regain access to your account and help with the sim swap also … if you were not having trouble signing in the sim swap could be done on your on also as @Yummy  has showed you in there  post … but since you need them to get back into account just as easy to have them help you with it all at this point 

[ayishailampirai]

sent a private message to CSA

[Yummy]

Log in to your account and:

[Handy1 · Accepted solution]

@ayishailampirai  Get support 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )