Son lost his phone , we cannot log into his account due sms verification.

[hockeybonkers]

I bought another Sim for him , but can’t get into his account due to needing sms verification. 

[maximum_gato]

@hockeybonkers 

Do you have access to the email on the account? If so send the 2FA verification code to the email instead of via SMS text to the phone. Is the account currently suspended?

Otherwise contact customer support as per @softech 's instructions.

[softech]

@hockeybonkers you will need to open ticket with PM support to change the login to another email address you have access.  Please open a Forgot Password ticket:

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there