02-22-2023 05:23 AM
For some reason it won’t save my changes when I enter the new SIM card # , but when I save my changes to my name it saves .. I bought a new sim card because I lost my phone an have to get new one
Solved! Go to Solution.
02-23-2023 05:34 AM
Understandable.
Try the steps immediately above. If you need assistance from customer support accessing self-serve or completing this change, here's how to reach them:
To contact a Customer Support Agent, there are 2 methods:
Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.
02-23-2023 05:31 AM
My account is active I just need to activate my new SIM card with my same number I always had
02-22-2023 08:42 AM
Specifically @winonacardinal2 :
In order to change the SIM card associated with your account, you must now verify your request through a one-time security code that will be sent via SMS or email.
02-22-2023 07:45 AM
@winonacardinal2 - can you bring your account status to Active, then proceed with SIM swap? You may need to make a manual payment to do so if you are past your renewal date.
See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap
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
02-22-2023 06:28 AM
@winonacardinal2 This has to be done on a computer sign into self serve and go to profile tab and swap SIM card thru quick links
My account
Legend and features
Change plan / update cc /auto pay
Account #/ change # port /swap SIM
if your still having issues you can ask support to help help you do this as well
Getting support / submit ticket
Or while your already here and logged in the community
Watch for reply top of page to the
Right ( envelope image )
02-22-2023 05:44 AM
Additionally, if by chance you set your account to lost/stolen mode, make sure to remove that designation when updating the SIM card number on file
02-22-2023 05:35 AM - edited 02-22-2023 05:36 AM
Many users have found greater success when doing this on a desktop or laptop device.
After doing it, log out, clear cache and cookies and login using incognito tab. You might notice that the changes were in fact saved.
Also, try tapping the highlighted area when logged into self-serve for a refreshed page version: