My phone is stolen and I can't log into my public mobile account

[ZeinabMobini]

Hi there, my phone has been stolen and I can't log into my public mobile account to order a new sim card for my phone number...unfortunately I'm not able to access my Google account since it's asking for verification by text/call which is not possible for me... I can't remember my public mobile account t password and since I can't access my Gmail, I can't use the forget my password option to retrieve... Is there anything you can do so I can get a new sim card with my original phone number so I can access my Gmail as well? Thanks 

[softech]

They might have changed the FindMy on Android, a bit.  I just setup a new Samsung Tab the night before, use setup and no transfer and I already see it shoeing on Google's FindMy.    So, it is good that it is enabled by default now.  

[computergeek541]

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@softech wrote:

@will13am   actually on Android, the Find my is built-in now and I think enabled by default.  You have to opt out if you don't want Google to track for you

Same with Samsung.  

But I think both Samsung and Google rely on the phone being online via Wifi or Mobile Data, not as powerfull as iOS 

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The tools used to assist users to find a lost device are the same for both modern Samsung and Nexus/Pixel devices/same type of operating system.

[will13am]

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@softech wrote:

@will13am   actually on Android, the Find my is built-in now and I think enabled by default.  You have to opt out if you don't want Google to track for you

Same with Samsung.  

But I think both Samsung and Google rely on the phone being online via Wifi or Mobile Data, not as powerfull as iOS 

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I was reluctant to say that it comes with stock android as I always transfer apps and data from phone to phone.  I have it installed on my phone since forever.  It is hard to determine whether the app got there due to the transfer or natively.  What I do remember is that I needed to enable device admin for find my device app.  This allows the app to remotely lock and wipe a lost phone.  If you don't have this enable, the app is not nearly as functional as it was intended to be.  This is the part that I wish was enabled by rule.  

[softech]

@will13am   actually on Android, the Find my is built-in now and I think enabled by default.  You have to opt out if you don't want Google to track for you

Same with Samsung.  

But I think both Samsung and Google rely on the phone being online via Wifi or Mobile Data, not as powerfull as iOS 

[will13am]

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@BKNS27 wrote:

@ZeinabMobini 

I also guess it is not an iPhone or Samsung phone either so you can’t use Find My Phone. 🤔

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Find my device is an android app.  It does need to be installed and given administrative rights to track phone location and allow remote wiping.  It is too bad this is not enable by rule.  

[darlicious]

@ZeinabMobini 

There is some great advice here but you are kind of stuck because of 2FA unless you know many if the details of your account. If you can get a Sim card quickly either from a telus, koodo or mobile klinik store (call ahead to make sure they have stock) or from CCS either thru their pick up options or $5 express shipping it will be easier to gain control of your phone. 

Once you have the sim card in hand you can contact customer support to perform the Sim swap for you. You can then log into your account either with a password reset or gaining access to your email unless you just go ahead with changing your email from the get go. You may want to consider diabling 2FA on your profile page as this just adds another layer of frustration when things go wrong with your phone service.

[softech]

if not iPhone or Samsung, but as long as Android, hope the Google one helps  🙂

but of course , it really depends if you have enabled that 

[BKNS27]

@ZeinabMobini 

I also guess it is not an iPhone or Samsung phone either so you can’t use Find My Phone. 🤔

[HALIMACS]

@ZeinabMobini 

Here's what I would do, @ZeinabMobini :

1. Contact Customer Support agent to ask that they get you access to your self serve.  From there, place your account in Lost/Stolen mode so no one can use your Public Mobile SIM card.
2. Acquire a new Public Mobile SIM card at TELUS, Koodo, or Mobile Klinik locations.   They should have them on hand - let them know yours was stolen with the device.
3. Once you acquire a replacement device, go into self-serve again, remove the Lost/Stolen designation, then use the Change SIM card option to update the SIM card attached to the account to the new SIM card you've acquired.  DO NOT activate the SIM card as one would when creating a new account.
4. Put the new SIM card in the replacement device, reboot, and your account's service will be restored under the same phone number.

[hTideGnow]

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@hycm53 wrote:

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You don't need login your PM account to order new sim card for your phone. You can order new sim card at PM order website: https://www.publicmobile.ca/en/ns/sim-card

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@ZeinabMobini  @hycm53 

I would not order sim card from PM in this case.  PM sim card delivery time varies from couple days to 3 weeks.  

Better to get from Telus or Koodo stores.

[softech]

@Yummy   

iPhone FindMy could be very powerful (I am not sure Samsung or Google are offering this at the moment)

https://www.macrumors.com/guide/find-my/#:~:text=The%20%E2%80%8CFind%20My%E2%80%8C%20network%20is,ar....

[hycm53]

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@ZeinabMobini wrote:

Hi there, my phone has been stolen and I can't log into my public mobile account to order a new sim card for my phone number...unfortunately I'm not able to access my Google account since it's asking for verification by text/call which is not possible for me... I can't remember my public mobile account t password and since I can't access my Gmail, I can't use the forget my password option to retrieve... Is there anything you can do so I can get a new sim card with my original phone number so I can access my Gmail as well? Thanks 

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You don't need login your PM account to order new sim card for your phone. You can order new sim card at PM order website: https://www.publicmobile.ca/en/ns/sim-card

[Yummy]

@softech 

I guess all these sites work IF phone is on and SIM is active, correct?

[softech]

@ZeinabMobini 

while you try to engage PM to suspend your account, see if you can  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)

[hTideGnow]

HI @ZeinabMobini   since it is urgent, maybe message PM CS agent and ask them to suspend the account first.  You can then work with them to change to another email address for login 

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

[hairbag1 · Accepted solution]

You'll need to get a new sim,then be able to get into your account in order to change your sim.

Try this link to message a CSA and tell them as much account info as you can recall.

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

added...

trust these guys to get you a new sim much faster than PM can. If you're in GTA, they have local options as well...

https://canadiancellsupplies.com/collections/sim-cards/products/multi-sim-card-for-standard-micro-na...