No ever safe code to access account

[Steph321]

Hello my mother lost her card and now needs replacement SIM . We have the new SIM card , the phone has no PM service, so when I log into her account ever safe sends the security code to her non functioning phone. How can I now access her account?

[BKNS27]

@Steph321 

Nonfunctioning phone? She will need to replace her phone first before changing her old SIM card number to the new SIM card number.

[esjliv]

@Steph321 - enter resend code a few times, do you get the option to get the code via email?

Also, try the Forgot EMAIL or PASSWORD option, see if that helps get into My Account.

See "How To Change Your SIM Number" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[hTideGnow]

hi @Steph321 

try to get the code via email.  On the security code screen, press Didn't receive code, then click Send email

if the option is not there,   please submit a ticket with CS Agent here and they can help to switch the sim card 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Steph321]

Hello my mother lost her card and now needs replacement. We have the card , the phone has no PM service, so when I log into her account ever safe sends the security code to her non functioning phone. How can I now access her account?