SIM lost

[nicheu_rod]

I have lost my phone with my SIM card and  I want to desactivate that SIM, but I can't log into my account because of the two factors authentication (a code is sent to my phone number that is lost). I also want to activate a new SIM card and use my previous phone number. Please need a solution. 

Thanks 

[Dunkman]

@nicheu_rod 

If you can't receive email 2FA, then you will need to contact customer service to change your SIM card.  That is unfortunate.  Most customers should be given the option for email 2FA as per the pictures on my earlier post. 

[hTideGnow]

hi @nicheu_rod 

you don't have the send email option, so you will have to submit ticket with CS agent

[nicheu_rod]

[Dunkman]

@nicheu_rod 

Do you have access to the email associated with your PM account? 

Click.  Didn't receive code.  Then it should give the options for email. 

[hTideGnow]

HI @nicheu_rod 

you can just ask support agent to update the card for you

For login, there should be an email option, just click Didn't receive code, and then Send email

if the option not there, and if you just need to update the sim card number, please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437  

[nicheu_rod]

I tried that but I still need to log into my account, and I am not able to do that due to 2FA.

[hTideGnow · Accepted solution]

HI @nicheu_rod  if just because of lost sim card, you don't have to deactivate the account

Get a new PM sim card from Telus or Koodo store or via Amazon, then you can submit ticket with agent to update the sim card number.

[Dunkman]

@nicheu_rod 

You still should have the option to send the 2FA via email instead if you don't have your phone.  Click on did not receive code and it should give you the option to get the code via email.  

Once you into your self service account, you can report your phone stolen.  You do not need to activate a new SIM card.  Just replace the SIM card in your self service account. 

https://www.publicmobile.ca/en/ab/get-help/articles/lost-or-stolen-phone

https://www.publicmobile.ca/en/ab/get-help/articles/change-sim-number

Once you replace your SIM card number, you can report your phone found. 

[will13am]

---

@nicheu_rod wrote:

I have lost my phone with my SIM card and  I want to desactivate that SIM, but I can't log into my account because of the two factors authentication (a code is sent to my phone number that is lost). I also want to activate a new SIM card and use my previous phone number. Please need a solution. 

Thanks 

---

@nicheu_rod , try the resend code option and you will be offered the option to receive the 2FA code to email.  Once in the account you can change the SIM card from the profile tab, you won't lose your phone number.  In the meantime, until you are ready to change SIM card, you can also suspend the service.  All this is a self serve option, no need to waste time contacting support.

[Handy1]

@nicheu_rod  Message support and ask them to sim swap the number for you with the new SIM card you have then you will keep your number and plan intact and get the code sent to the new SIM card 

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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