Sim card lost and cannot receive confirmation code to log in my account

[TPliu]

Hi there,

I cannot find my sim card. So I decide to buy a new one to replace it. But I cannot log in my account because I cannot receive the confirmation code to the phone number. And I didnot registerter the trust device either.

How can I skip the procedure for the code?

Thanks!

[esjliv]

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@softech wrote:

@esjliv   OP lost the sim, so, cannot receive text from Frogot password 

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@softech I said Forgot Email. I just used this feature and it didn't go to my phone, it went to my email.

[softech]

@esjliv   OP lost the sim, so, cannot receive text from Frogot password 

[esjliv]

@softech - why would @TPliu need customer support?

Couldn't they just use the 'Forgot your email' option here to "lookup the email used"?

[esjliv]

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@TPliu wrote:

I used another account to log in. I have two phone numbers in public.

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@TPliu - are you talking about logging into the Community (where you are now), OR logging into My Account? These are 2 different distinct areas of login and need to be set up or rather linked if they have not been before.

[softech]

@TPliu  

Yes, PM system is one email for one account.  So, you must have a second email associated with this second line.

Please message support and ask them to lookup the email used for you

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

[esjliv]

@TPliu - was the sim card you lost activated that you paid for with a subscription / plan? Or did you lose a non-activated card? 

If you didn't have a paid plan attached to this sim card than you have no My Account to get access to.

If this was a SIM Card with a subscription/plan attached, than try entering the code incorrectly a few times, that should also give you an email option.

Once logged into My Account:

See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

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

typo

[Handy1]

@TPliu  But both phones lines have its own email 

adding so long as you know the credentials for both accounts to verify you can log into ether account to contact support and fix the appropriate account that’s having issues 

[TPliu]

I used another account to log in. I have two phone numbers in public.

[Handy1]

@TPliu  Tap resend a few times you should get an option to send code to email instead . If all else fails please 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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