Stolen iPhone (eSIM) — need to suspend line + block eSIM re-issue / SIM swap / port-out ASAP

[MichelleCwintal]

Hi everyone,
My iPhone 15 Pro Max was stolen while traveling (Tulum, Mexico). My Public Mobile service is eSIM only (no physical SIM). Since the theft, I’ve received unauthorized password reset attempts (e.g., Instagram), so I’m worried someone is trying to use my phone number for SMS-based verification.

I need help with the fastest way to do the following through Public Mobile:

Suspend my line / disable my current eSIM immediately

Block any eSIM re-issuance, SIM swap, or port-out until I can verify my identity

Steps to securely re-activate service on a replacement device afterward (new eSIM)

One complication: my Self-Serve profile isn’t fully complete, and I’m not able to flag/mark it as stolen through my online account.

What’s the best process to get support to disable the eSIM and put a port-out/SIM swap block on the line as quickly as possible?

Thanks in advance.

[MichelleCwintal]

Thank you for the link and guidance. I have already marked my iPhone as lost/stolen in the Find My iPhone app. Unfortunately, the thief has completely turned off data, so the device cannot be located.

However, my phone number still rings, and I am still receiving SMS messages, which is why I’m very concerned about unauthorized access to accounts that use SMS verification.

I appreciate any additional steps I can take to secure my line and prevent misuse while I get a replacement device.

Thank you,
Michelle

[MichelleCwintal]

Hi,

I sent the requested account details earlier but haven’t heard back yet. I’m quite concerned because last night around 4 AM, someone tried (unsuccessfully) to reset my Instagram password. I’m worried the thief may be trying to access my accounts via SMS verification, so I urgently need help securing my Public Mobile line and restoring login access.

Thank you,
Michelle

[umnikke8]

Also some steps to take to manage the stolen phone https://support.apple.com/en-ca/120837 

[CSA_PM]

Hello @ MichelleCwintal,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[MichelleCwintal]

I can't open this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenote. I see a Page Not Found error. 

[MichelleCwintal]

Thanks for the suggestion @slusagm  . I’ve tried Didn’t receive code / Resend code, but there is no “Send email” option showing for me, and I still can’t log in. Since the phone (eSIM-only) was stolen, I’ve messaged CS_Agent directly and will watch my Community inbox.

[slusagm]

You need to get the login. Issue resolved first 

If you click Didn't receive code or Resend code, do you see Send email?  Try

You need to get a replacement. Or eSIM working first so you can receive port out authorization text to port out

If you cannot login, ask PM to help.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenote