Lost phone number

[Mehrm]

Help!! I just installed a new Public Mobile SIM card (I had a PM eSIM before). I set everything up - at least I thought I did - and deleted the eSIM. Now my phone number no longer works! Have I lost it forever or is there some way I can get it back?!!

[Mehrm]

You are amazing! Thank you for your help. After changing my SIM number, waiting 5 minutes, and rebooting, my number is working again. I really appreciate your help ❤️

[softech · Accepted solution]

@Mehrm 

login to My Account,  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  ) 
After the sim card is updated, wait 5 mins, then reboot your phone and it should be good

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

[Mehrm]

How do I do that?

[Dunkman]

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@Mehrm wrote:

I didn’t do that! I just followed the prompts on my phone 🤦🏼‍♀️

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@Mehrm 

Did you actually pay for SIM activation?  

[softech]

@Mehrm as long as the phone not activated yet, you can follow the steps to link that sim card to your account to keep your old number

[Mehrm]

I didn’t do that! I just followed the prompts on my phone 🤦🏼‍♀️

[Dunkman]

@Mehrm 

How did you install the physical SIM card?  Did you replace the SIM card number in your self service account?  

https://www.publicmobile.ca/en/ab/get-help/articles/change-sim-number

[softech]

@Mehrm

have you properly setup the sim card? you were supposed to login My Account, go to Profile page and update the sim card number there.   If you have trouble logging in because of the 2FA code, you need to have it send to your email instead of your phone:

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

If you cannot login, please open ticket with PM support and ask them to help updating the sim number

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

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