Lost phone, cannot access account

[Doodler]

My husband, who also has a public mobile account, lost his phone.  He cannot get into his account because he does not have an eversafe id, and he is texted on the number of the lost phone with the code to input.  It gives no option to send the code by email.  I would like to buy him a new phone, get a sim card for him, etc to replace the lost phone.  Also, we are paying for an account we cannot access.  How do I speak with a human being to sort this out?  We are seniors and this is all a bit challenging.

[Doodler]

Hi Softech, this all sounds like really great advice, except that there is no option to send an email with the verification code.  All it offers is resend by means of either text or voicemail to the lost phone.

[softech · Accepted solution]

@Doodler 

You can actually try to use the Send email option to get the security code to login, will explain in details below

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account,  go to Profile page,  click Report Lost/Stolen Phone and click Put my service on hold 
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)

If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email

Then get a Public Mobile sim card from

• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   (Best and Quickest option, Free Prime next day shipping)
                             or  https://www.amazon.ca/dp/B07R6P5KBB/ 
• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability ) 
• PM online: https://www.publicmobile.ca/sim-card   (Delivery could take anywhere from 5 days to 3 weeks)

Once you 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)

(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 

After you logged in, unsuspend first if you have suspended your service earlier.

Then go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number  ) 

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

[JRod]

@Doodler 

I am very sorry to hear that he lost his phone and now is having difficulty accessing his account. 

The issue is a bit of a two parter: 

Firstly, you will have to contact customer service using the community mailbox in order to have them link his Public Mobile account to a eversafe ID that he will use to login. Once they link the two he will be able to access his account, go to the profile tab, and report the device as lost or stolen. This will put the account on hold until you can get a new phone and SIM card.

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

Secondly, once you get a new SIM card and phone you will have to go to the profile tab, scroll down to the my number section and click the pencil icon beside the previous SIM card number. This will open up a menu so you can type in the number associated with the new SIM card. Once you’ve down this you can resume service, put the SIM card in his phone, and power the phone off and then on again.

[BKNS27]

@Doodler 

Just contact a CS_Agent by private messaging to help him access his account at:

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

But all communication is done through messaging so no communication through live talking.