Lost phone - bought new sim card - how to transfer my old # to a new SIM - NO access to Self Serve

[kristinanuite]

I lost my phone

Biught a new phone

I don't have access to the email account I created "My Account" with and I can't remember the password to "My Account"

How do I transfer my old phone number to a new SIM card without access to "My Account" ?

[Anonymous]

 @Magically7 : Good of you to jump in and start participating. Welcome to the Public Mobile Community. The above reply is for other readers and the OP (original poster) to not be steered in the wrong direction. So regulars here get on posts that might do that to make sure information provided is steering in the right direction. Although unfortunately yours was left hanging for quite a while.

[HALIMACS]

---

@Magically7 wrote:

Activate new sim card n enter your previous email and phone number 

---

@Magically7 , that's incorrect.  (but kudo's for jumping in to offer advice  😉)

@kristinanuite will not want to go through the Activation process to activate the new SIM card.  If they do, the system will generate a new number and new account number which will not 'recapture' the prior account and phone number data.

As others have stated, they should first gain access to the self-serve account function by contacting Moderators, and while doing so, can simply submit a ticket to inform the Moderators of the lost device/SIM card using the direct link https://urlshortner.tiia.ai/-H7DB-  (first supplied @hTideGnow)   

Once they provide the new SIM card# to Moderators, the Mods can re-associate that new SIM card to the prior account.   After they do that, all @kristinanuite has to do is insert the new SIM into the new device (hoping the new device is PM compatible and not previously carrier-locked nor blacklisted), and they'll be good to go.

[Magically7]

Activate new sim card n enter your previous email and phone number 

[darlicious]

@kristinanuite 

I understand your position as I go thru this every other month with the bf. (I've swapped his sim twice now in the last two weeks!) While inconvenient that we can no longer change the sims ourselves in our account ( especially after hours) with moderator wait times averaging one hour or less lately it is not as much of a hassle as one would think.

Now of course you would have had to contact the moderators anyways....since you don't have access to your account. Armed with right info to verify you are the account holder will make the process a lot easier. It is unlikely that you will be contacted until morning unless the night moderator sees you are online and knows you will be able to message back and forth with the verification question answers both for your account and the extra questions to perfom the actual sim swap.

If submitting a support ticket thru simple simon causes frustration using the guideline below will both help you verify your account but give you an idea of what can be asked to also get your sim card swapped.

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses today. Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below:

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

[computergeek541]

---

@LurganIeUk wrote:

---

---

Assuming you lost the Sim too. You need a new SIM and do the change  Sim option online. You need MOD help to access your account. 

---

@ShawnC13 

Yes, you're right. It's true that in most cases, the SIM card doesn't need to be changed, but that part of what I said doesn't apply in this situation.

@LurganIeUk 

The customer actually needs the moderator to do the SIM card swap. @softech  was saying that logging in to self serve is no longer required to do a SIM swap, but it's not just that. It can't be done online any more. There is no longer an option to do this online even after this customer's account access has been restored.

[ShawnC13]

---

@computergeek541 wrote:

---

@kristinanuite wrote:

I lost my phone

Biught a new phone

I don't have access to the email account I created "My Account" with and I can't remember the password to "My Account"

How do I transfer my old phone number to a new SIM card without access to "My Account" ?

---

Most times, a new SIM card isn't needed because going to a smaller size usually involves removing some of the plastic surrounding the SIM card.

If you still need to switch SIM cards, please go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and type "SIM card swap".  You'll also want to ask the moderator to help restore self serve account access.

---

@computergeek541 first line of the post is stating they lost their phone.

[softech]

@kristinanuite  Changing SIM no longer requires logging on My Account but just a ticket with the mod.  However, it still nice to work with Mod to get back your access to My Account (or you can try the Forgot Password button)

[LurganIeUk]

---

@kristinanuite wrote:

I lost my phone

Biught a new phone

I don't have access to the email account I created "My Account" with and I can't remember the password to "My Account"

How do I transfer my old phone number to a new SIM card without access to "My Account" ?

---

Assuming you lost the Sim too. You need a new SIM and do the change  Sim option online. You need MOD help to access your account. 

[computergeek541]

---

@kristinanuite wrote:

I lost my phone

Biught a new phone

I don't have access to the email account I created "My Account" with and I can't remember the password to "My Account"

How do I transfer my old phone number to a new SIM card without access to "My Account" ?

---

Most times, a new SIM card isn't needed because going to a smaller size usually involves removing some of the plastic surrounding the SIM card.

If you still need to switch SIM cards, please go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and type "SIM card swap".  You'll also want to ask the moderator to help restore self serve account access.

[hTideGnow · Accepted solution]

@kristinanuite 

if you really need to do a SIM swap, use this direct link to open ticket with Mod for SIM change:

https://urlshortner.tiia.ai/-H7DB-

(if you really need to open ticket for SIM sway, maybe  you can ask them to help you accessing My Account as well)

[ShawnC13]

---

@kristinanuite wrote:

I lost my phone

Biught a new phone

I don't have access to the email account I created "My Account" with and I can't remember the password to "My Account"

How do I transfer my old phone number to a new SIM card without access to "My Account" ?

---

Edited @Anonymous got the jump on me  As stated you will need to contact the moderators to change your sim card.  As you don't have access to your account or your phone for account verification they will probably ask some questions to verify you are the account owner

[Anonymous]

 @kristinanuite : Turns out that the only way now is to contact the moderators. We used to have that ability but you can thank fraudsters for causing that to be removed.