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Lost phone and sim card

Great Neighbour / Super Voisin

My friend lost his phone. He was on a prepaid plan with public mobile. Can he get a new SIM card with the same phone number by going to the store? He seems to think that because it's a prepaid plan, it's impossible to get his number back. Please help


Yes, go to a corporate Telus or Koodo store and buy a sim. Then contact support as above and ask them to create the account and while they're there to change the sim on the account. Don't let them get confused on it being a new activation. Just the new account for the existing service and sim change. After last July, all activations are online so accounts are made anyway. It used to be that there was an online self-serve way to make the account before then. Who knows why they removed that.

@Canadianbeerisb   no worry, PM support can help to setup the My Account, your friend might even try to ask them to change sim card on the same ticket


Please open ticket using Chatbot, open it as a Forgot Password type ticket:


if not, PM support will be your friend then, please open ticket with them


1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link:

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Great Neighbour / Super Voisin

Yes, unfortunately he cant even log into his google account because it needs 2FA to his phone number that is lost. He never made a PM account as the phone was activated in store. Should we just buy a new SIM and somehow contact PM to transfer his number over? Many thanks for your help 

Great Neighbour / Super Voisin

Thank you for your response, however, he had the phone activated in store and never created an account. 

Mayor / Maire



If your friend  have not done so, he might want to first supsend his service first until  got a replacement sim card;

Login to My Account, from Quick Links on the top right, click Lost/Stolen Phone:




Then get a sim card from local Telus or Koodo store or get it from Amazon:


Please note if order the sim from PM online, it could take long to deliver, as many as 3 weeks


Once your friend got the sim card, go to My Account from ONLY a desktop or laptop computer to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet won't work)


After logged in, unsuspend first if the account was suspended earlier.

Then click Quick Links on the top right and select Change Sim card and follow the steps:

Mayor / Maire

If his email needs 2FA to the phone number then he would need support to change the sim. But yes, he can buy a sim in a corporate Telus or Koodo store and then log in to his account and change the sim and keep everything as was.