Lost phone and lost SIM

[maxprice]

My son lost his phone and of course the sim card was in the phone right.  I cannot log into his phone because it's at the bottom of a lake!

Do I:

1) cancel his current PM plan?  This requires me to have his phone, which I do not.

2) call my credit card company and tell them to stop the automatic payments to PM for a plan that I am not using

3) get a new PM SIM (I have an alternative phone for him) and create a new account?

4) continue with his current plan but add the new SIM number.  This also requires me to have his old (lost) phone in hand does it not?

Bottom line:  I do not have the phone (it's in a lake) and I do not have the SIM (it's in the phone).  Cancel the plan or explain how to deal with this.

[MJNELSON15]

@hTideGnow Will do, thank you again for your help here.

[hTideGnow]

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@MJNELSON15 wrote:

@hTideGnow thank you.

Can I use the same phone number and My Account?

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HI @MJNELSON15   Yes.  The idea to update the new sim card to My Account is to keep the same phone number.  So, submit ticket whenever you have the new sim card and new phon

[MJNELSON15]

@hTideGnow thank you.

Can I use the same phone number and My Account?

[hTideGnow]

HI @MJNELSON15 

in this case, you will submit a ticket with CS agent and ask them to help to update the new sim card number on your My Account:

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

[MJNELSON15]

Thank you @hTideGnow

We cannot login to the account as we are unable to retrieve a code to login. When I click resend code it does not provide an email option, only text or voice message.

[hTideGnow]

HI @MJNELSON15 for this, there is not really much solution other than you get a replacement phone, buy a new sim card and then login to My Account to change sim

get a new sim card from Telus or Koodo store or Amazon, unless you want to use eSIM. 

then  login to My Account, go to Profile page, click the pencil besides sim card to update the sim card number

but if you want to change to eSIM (if your new phone is has it), then download the PM app on your phone, go to Subscription & Add-ons and buy eSIM there

[MJNELSON15]

I am in the same boat! Lost phone in lake, did you have any resolve with this? What was the solution?

[dust2dust · Accepted solution]

Did you previously already set up the new login system for the account? If so then you can use the resend code option to send the code to the registered email.

So you buy a sim and then when you can log in you use the change sim feature and away you go. Don't sign up a new account using the new sim. Just change it.

[Handy1]

@maxprice  .tap resend code a few times . You should get option to send code to email instead. . Also if your remember the 4  digit PIN code your can *611. Of no dice submit ticket with support to help you 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

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