Lost sim card

[Botengu]

A friend of mine has recently lost her sim card, she is trying to connect to her account to cancel the subscription but  everytime she enters the account she is met with an activation page. It is as if she never subcribed to a plan before. 

Has anybody ever had this isue before? How can we can resolve this?

[BKNS27]

@Botengu 

She will need to contact an agent unless you know her credentials before an agent will help you on her behalf.

[Botengu]

I will once we get access to the account, I have already submitted a ticket. 

[Botengu]

Yeah, the issue is that we cannot access the account

[BKNS27]

@Botengu 

She doesn’t need to cancel her subscription. She can purchase a new SIM from a Telus/Koodo/Mobile Klinik store for $10 or from Amazon or CCS for $5.

Once she has her new SIM, she can replace the old SIM card number with the new SIM card number under Account tab>Change Your SIM Card.

A CS_Agent can help her access her account.

[will13am]

@Botengu , it is an eversafe ID issue, contact support as already recommended.  When you refer to cancel the subscription I assume you mean enable lost phone function.  Your friend can obtain a new SIM card and apply that to the account and continue to use the service on a new device.  

[Sansan]

Looks she's gonna need public mobile to help her with it.  Click on the link below and tell her to send a message to them.

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

[Chalupa_Batman]

How long has it been since she lost her SIM card? To me, that sounds like it's been more than 90 days.

[eddieO]

@Botengu she may need to contact a support agent by clicking on the orange circle in the bottom right corner and typing: Customer Support Agent

Is she trying the website? If so have her try the PM app or vice versa.