Lost sim

[Fionafelix]

My boyfriend has lost his phone (and SIM card) and needs a new sim (with the same number and phone plan) to put in his new phone. He can not sign in to his public mobile account because they ask for password  sent to his phone that he does not have. 
How can he get this? 

[softech]

@Fionafelix 

PM just changed to a new EverSafe login system and you need to complete the setup

Since you have not ceated an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support and have them to help in this situation:

Private message CS agent at 

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

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

[hTideGnow]

HI @Fionafelix 

please check this post for login issue without sm

https://productioncommunity.publicmobile.ca/t5/Get-Support/Troubleshooting-Login-Issues-OTP-2FA-Ever...