Recover account

[GMckay]

My son lost phone has a new one and new sin card but want to use same number and forgot some passwords why is it so hard to help with this

[Anonymous]

@GMckay 

you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here link to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,>> you will say forgetting and they will Reset for you,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[esjliv]

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@GMckay wrote:

My son lost phone has a new one and new sin card but want to use same number and forgot some passwords why is it so hard to help with this

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You are able to change your SIM card on your Self Serve account, and keep the current number being used.

Was a Self Serve account ever created for this account? IF not, you can register for one here: https://selfserve.publicmobile.ca/self-registration/

If you are locked out of the account due to not remembering any passwords or security questions, the only way to get back in is to have help for Customer Support (CSA).

There are two ways to reach CSA found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

[computergeek541 · Accepted solution]

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@GMckay wrote:

My son lost phone has a new one and new sin card but want to use same number and forgot some passwords why is it so hard to help with this

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The first thing to try would be the forgot password option at selfserve.publicmobile.ca.   If that doesn't work, you'll need to go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and type something such as "forogt security question answer". After regaining access, there is an option within the account to change to the new SIM card. You'll need access to the e-mail address linked to the self serve account as a message is sent for security purposes/to ensure that the customer is aware of the attempted account change.