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Sim change

zubr
Great Neighbour / Super Voisin

I have submit my new SIM # but did not get a authentication code to activate my SIM   what could be the reason. I have selected email option as I have lost my phone and is using another phone.

1 ACCEPTED SOLUTION

Accepted Solutions

darlicious
Mayor / Maire

@zubr 

Worst case scenario you can contact customer support and after answering 3 out of 4 further verification questions they will perform the sim swap for you. But have you resumed your service via lost/stolen before you attempted your sim swap? If not resume your service and try again.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

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9 REPLIES 9

softech
Mayor / Maire

@zubr   Are you using the SIM change from My Account-.> Change SIM card?

 

did you pick sending the 2FA code to your email or old SIM?

 

If you haven't try sending to email yet, try that option.  And make sure you check the Junk mail folder

esjliv
Mayor / Maire

@zubr wrote:

I have submit my new SIM # but did not get a authentication code to activate my SIM   what could be the reason. I have selected email option as I have lost my phone and is using another phone.


@zubr  - have you check your spam/junk folder?

zubr
Great Neighbour / Super Voisin

Yes selected email option as I don't have my original phone , check my spam nothing.

zubr
Great Neighbour / Super Voisin

Yes I did nothing 

darlicious
Mayor / Maire

@zubr 

Worst case scenario you can contact customer support and after answering 3 out of 4 further verification questions they will perform the sim swap for you. But have you resumed your service via lost/stolen before you attempted your sim swap? If not resume your service and try again.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

0PX9O4
Deputy Mayor / Adjoint au Maire

@zubr 

 

Since the automated system is not working for you, please send a private message to CS_Agent with your account details so they can get your SIM number changed in the system.

@zubr  You can try again with My Account-Change SIM card  Give it another 30 minutes. 

 

If still nothing, open a ticket with PM Support and see if they can manually process this for you

 


1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

 

esjliv
Mayor / Maire

@zubr wrote:

Yes I did nothing 


@zubr  - so, you are just trying to swap the SIM number on a lost or damaged SIM card, right?

Can you try again through your Self Serve Change Sim Card feature?

 

IF it does not work, ask CSA's for help. Contact them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

 

pkaraa
Deputy Mayor / Adjoint au Maire

@zubr wrote:

I have submit my new SIM # but did not get a authentication code to activate my SIM   what could be the reason. I have selected email option as I have lost my phone and is using another phone.


Try the change SIM link again in 'my account' and if still it doesn't work, send a direct msg to support agents at CS_Agent.