SIM stopped working and can't get recovery code by email.

[Baytukalov]

My wife's SIM card stopped working today. Now she can't access to her Public Mobile account, because she doesn't receive the recovery code by email.
Is there any way she can recover her phone number? Buy a new SIM, switch to eSIM, or something? She can provide date of birth, driver's licence or whatever is needed.
We are based in Vancouver.

[slusagm]

does she knows the Voicemail pin? if she does, click Didn't receive code and Send voicemail.  Then call her from another phone and access voicemail by press * 

but if that does not work or she does not have voicemail pin, ask PM to help

Since she cannot properly login, she won't be able to open the preferred Chatbot ticket.  So, will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage     

[Chalupa_Batman]

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@Baytukalov wrote:

My wife's SIM card stopped working today. Now she can't access to her Public Mobile account, because she doesn't receive the recovery code by email.
Is there any way she can recover her phone number? Buy a new SIM, switch to eSIM, or something? She can provide date of birth, driver's licence or whatever is needed.
We are based in Vancouver.

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Hello @Baytukalov 

First, dial 611 and see if her account is paid up. She can purchase a voucher at places like Shoppers Drug Mart to get back up faster.

Then contact a CS Agent to assist with getting her logged back in.

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage