Someone please help

[Littlebibby749]

My boyfriend had his phone stolen I have new phone an sim card for him but he doesn't remember any password and to his emails. He needs this account fixed for family court reasons right away. Please help me help him. 

[Littlebibby749]

He forgotten both passwords lol

[SulamanKarimi]

To help add on and confirm both @JK8 JK8 and @BKNS27 BKNS27 very helpful answers.

The best thing would be to contact an agent so they can get started right away. In addition, if the "forget passord" or "password reset" do not work or require information you don't know. If the email is gmail, entering an old password may bring up a notification to allow you to reset the password as the system recognizes it from before.

Hope your issues is resolved as soon as possible! 

[BKNS27]

@Littlebibby749 

Login to his account with his email and click on Forgot Password and he can reset his password on the computer.

Once he is in his account, click on change SIM. If he doesn't have a new SIM handy, he can click on Lost/Stolen phone to stop service but remember to disable Lost/stolen phone in the Profile section when entering the new SIM.

If he still can't login, he needs to contact a CS_Agent.

[JK8]

@Littlebibby749 

Does your bf know what account email he used for self service? Does he know the password to his email account? If yes he can use the Forgot your password link for self service. If he does not know his email for self service have him go through his  accounts looking for the Welcome email from Public Mobile.

[JK8]

@Littlebibby749 

You can try contacting an agent.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.