Lost phone

[CandiRez]

Dear everyone, 

my mom left a phone on top of her car. She was on her way to the airport to pick up the kids. She drove away got home hours later and realized the next day the phone was destroyed on the highway. Now I don’t have a way to get an OTP so we can transfer the sim. 
thanks I hope I can get help

[Dunkman]

@CandiRez 

Does your mother have access to the email associated with PM account?  

You could get 2FA email code sent instead of 2FA text to access her account. 

If she sees "didn't get code" link, then she can get 2FA email instead. 

Once into her account, under the profile section, you can change the SIM card number. 

[umnikke8]

You can login without the phone OTP, just use the Didn't get a code link that appears underneath the request for a code

[hTideGnow]

hi @CandiRez buy a new sim card and buy a new phone 

with sim , but the PM sim from a Telus or Koodo store.  Then just message support agent using your mom PM account and support can update the new sim number :  

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.