Smartphone stolen - can't access to my account to block the SIM and request an new one

[Gwen23]

My phone was stolen, I need to block it asap. I can get access to my account because after completing the e.mail ID and Password, an OTP is sent to my phone (the stolen one) so I am stuck and can find any way to be in touch with someone.  Does someone can help me?

[Andy85]

Hi @Gwen23 

If you are unable to login because your phone was stolen, on the usual public mobile screen that you are expecting to enter the code, click on "Didn't get the code" or  "Resend code". Then you would choose, that you want the code to be sent my Email. 

You should be able to long in that way. After you logged in, you should consider suspending your subscription. 

You will need a new device at some point and a new SIM. Once you get your new phone and SIM, log back into your account and go to your profile menu. There will be a a section called "My Phone Number". Within that section you will see the SIM Card number that was associated with the stolen phone. You will need to edit that by clicking on the edit icon in the box. A new section will option up when you can add your new SIM number.

[hTideGnow]

Hi @Gwen23 

you can click "Didn't recieve code" and then use email to receive 2FA

you can also open ticket with CS agent,   please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

And also, best to get a new PM sim from Telus or Koodo store, then login My Account (or use ticket) to update the sim card number to the new one, then the old sim on the old phone will stop working

[esjliv]

@Gwen23 -

Are you apple, if so see if this helps: https://support.apple.com/en-ca/guide/icloud/mmfc0f0165/icloud#:~:text=Lost%20Mode%20lets%20you%20lo....

Are you android, if so see if this helps: https://support.google.com/accounts/answer/6160491?hl=en#:~:text=If%20you%20lose%20an%20Android,Devi....

Once you get into My Account through email authentication. 

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 Number" 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

[FS7575]

You should also have the option to click on didn’t get code and it will send it to your email.

 

[Handy1]

@Gwen23  support can help you report-phone lost /stolen  until you get a new SIM card 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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