Stolen Phone

[Cale123]

Hello,

My girlfriend's phone was recently stolen. She is unable to log in to her account because every time she does attempt, it requires the input of a code which is sent to her stolen cell phone, making it impossible for her to log in.

What solutions are available?

[Dunkman]

@Cale123 

You should see the following screenshots if you first login:

If you don't see that options, then you will need to submit a ticket for CSA help via the Chatbot.

https://www.publicmobile.ca/en/ab/get-help

[Cale123]

We tried logging in through the computer but did not receive the option for "didn't receive code"

[TheSterlinger]

if you login using a computer or any other device, you will have an option to click didn’t receive code and send to email then you can sign in onto your account.  

Once you sign into your account, click the drop-down error and click profile scroll all the way to the bottom and you’ll see report phone/stolen.

https://www.publicmobile.ca/en/bc/get-help/articles/lost-or-stolen-phone

[HALIMACS]

@Cale123 

Tap "didn't get the code?" and you'll receive an option to receive via email