Stolen Phone - No Access to Account due to 2 step verification

[ChrisInVan]

I am posting on behalf of my daughter. Her phone got stolen. Yet, we cannot report her phone stolen, nor can we transfer the SIM or similar because we do not have access to her account anymore!

How you can require 2 step verification for people who want to report their phone stolen is beyond me. Of course you have no longer access to the phone number if you had your phone stolen! There is also no option to send the verification code to the email on file instead. 

This is a little crazy. We need to shut down her Sim and her account. Yet, there is no live agent to talk to and there is no way to access any services. Someone please help us!

[maximum_gato]

@ChrisInVan 

Do you know the account details? Most importantly the 4 digit account pin #? If not you can verify the account by gathering the details that the CSA will ask for account verification. 

• The last 4 digits of the card on file, last payment date and amount.
• Account #.
• Last purchase of and/or add ons on the account if any.
• Alternate phone # if any.
• Activation date and plan.

The CSA will offer 4 to 5 security questions wanting you to be able to correctly supply 3 answers. The 5 suggestions above are the most commonly asked security questions if you don't know the 4 digit account pin #. Assuming that you have already supplied the following account identifiers.

• Full name and address.
• Email
• Phone #.

Good luck.

[ChrisInVan]

Hi everyone thanks for the suggestions, but none of them has worked. I also am in contact with an agent but their suggestion (try 5 times the wrong code) does not work either. 

I have 3 cell phone contract with Public Mobile, for my 3 children, and now I am very much contemplating to cancel all three of them - assuming I am able to do that for the one that got stolen, ha! This is so crazy. Insisting on a 2SA with the phone, when the phone was stolen. You have to live it to believe it. 

[maximum_gato]

@ChrisInVan 

When you enter the login credentials and get the 2FA code sent via text message immediately enter an incorrect code. Repeat this 3 more times before the 2 minutes lapses. It should then offer you the 3 options to recieve the 2FA code via text, email or voice call. Choose email. Remember to check the "trusted device" box for future easier access to the account (hopefully it will work for you...?)

If this does not work try the voicemail option but you need to be quick with pen in hand to copy the code down as it frequently cuts off the first 2 digits requiring you to listen to the voice repeat the code. 

[Handy1]

@ChrisInVan  Please 

Message support directly
       

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

[ChrisInVan]

I tried about a dozen times, it doesn't give you the email option anymore....

[ChrisInVan]

Thanks, but that is no longer true. Since they changed to ever safe, they don't have that option anymore!

[Handy1]

@ChrisInVan  There is hit resend a few more time or put in wrong code couple times . It should then give you option to send code to email instead