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Lost phone, what steps to get same number ?

Torris1965
Great Neighbour / Super Voisin

 Hello, I have lost my phone and have another phone I can use. What do I need to do to get it set up on my lost phone number?

2 REPLIES 2

RavingRaven
Model Citizen / Citoyen Modèle

@Torris1965 

Before suspending your service via lost/stolen in your account try sending a text to your phone number with a short message and an alternative contact #. Offer a reward if you like for the return of the phone.

You can also unsuspend via lost/stolen briefly before you swap sim cards to call your phone in case it's recovered as well just in case it's in the hands of a good Samaritan.

It never hurts to check the lost and found section of craigslist, kijiji etc...to see if someone has posted an ad that they found your device.🤞

softech
Oracle
Oracle

@Torris1965 

Order a new sim card but not to "activate" the sim, instead, you want to link your sim card to your existing account so you can keep the phone number

If you have not done so, you might want to first suspend 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


Once you got the sim card,  you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(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) 
click Change your Sim card and update your sim card number there

 

To update it from My Account via the browser:

login My Account to request Change Sim card
(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) 

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-numberhttps://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


Not sure if you lost the phone, if so,  use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
                 (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
               (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)

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