Lost phone - can't access account

[Chris1983]

Hi there,

I lost my phone with the SIM in it. I need a new SIM card, and I can't access my account from a desktop. It sends a code to my e-mail address to verify my identity, which I enter - but it then ALSO sends a code to my phone number. I have no phone so I can't receive the text. How can I access my account when there seems to be no way to bypass the phone code verification?

Thank you

[Chris1983]

Hey - Sorry for the delay as I don't have regular access to a computer. it sends a code to my e-mail but then ALSO sends a code to the phone. It won't let me bypass it in any way. I am a new customer, I only signed up for Public mobile recently. I do not have regular access to a computer so this has been a real challenge to sort out. I have also been paying for a phone I can't even access or use for the last month or more....I find it quite frustrating I can not call into a customer service line and have it sorted out real time. I have a replacement phone but no way to access my account and no SIM.

[hTideGnow]

HI @Chris1983 

you need PM support agent's help to access the account, message them here

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

And, after you sorted out a replacement phone, buy a PM sim card from Telus or Koodo stores nearby.  After you have the new sim card, you can update the new sim card number on My Account's Profile page if you  get the My Account's access back.  If not, you will have to message support again and they will update the sim card number for you

[Chalupa_Batman]

Hey @Chris1983 

If that code is going to your phone, you, like you said, send to your email. The code sent to your email will not only be different than the one sent to your phone, but it will cancel out the one sent to your phone. Best advice is do the email thing and get into your account ASAP. Then change the password on the account. I'd also create a new email address and new password for the account as well just to be safe. Once you've done that, your account will be semi safe at least for now. Then once you are in, you can click on LOST PHONE and that will freeze your account. If you can't do any of this, then create a ticket to a CS Agent for help.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type: Customer Service Agent 

When you order a SIM card through Public Mobile itself, it can take up to 3 weeks in the mail as it is sent via Canada Post. Sadly there is no tracking number given. So it's just a waiting game. If you don't wish to wait any longer, the two options you have are...

Amazon

Or

Purchase directly from a store that may have them. Use this link to find a store.

https://www.publicmobile.ca/en/on/pick-up-SIM

If you pay anything out of pocket for the SIM card, you can create a ticket to a CS Agent and they can refund the purchase price to your account as an account credit. Please note they are not able to refund the taxes.