@Gerri_01
eSIM or physical sim?
If you need an eSIM on the new phone, you will need rebuy new eSIM.
Download the app on your new phone and login. If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message
Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.
Once it confirms your phone is eSIM compatible, click Pay $ and Install (the system will check and apply a $5 credit to bring the total price back to $0 at checkout), and follow the prompt to complete and purchase and install eSIM on your device
If you have/need a new physical sim, then Order a new sim card but not to "activate" the sim, instead, you want to link your sim card to your existing account so you can keep the phone number
If you have not done so, you might want to first suspend your service first until you got a replacement sim card:
Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)
If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email
Then get a Public Mobile sim card from
Once you get the sim card, you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):
If you are updating via Public Mobile app
login and go to Account page
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email)
click Change your Sim card and update your sim card number there
To update it from My Account via the browser:
login My Account to request Change Sim card
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email)
Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )
After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)
