Stolen phone before creating My Account

[carolinalemos]

Hello, my phone was stolen before I could create My Account on Public's website. Now I cannot create an account to report the phone as stolen and trasfer the number, because the login process sends a text message to the stolen phone. Can you please provide assistance on solving this?

Thank you. Carolina

[darlicious · Accepted solution]

@carolinalemos 

Well @22022 nailed it. But contact customer support and explain the issue. Ask if they can suspend your account via lost/stolen in the meantime. Ask for your IMEI # of your phone if you do not have the original box your phone came in otherwise you can get it from your previous provider. Then purchase a new SIM card. Contact customer support again to perform a sim swap for you. Then you can create your self serve account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[CountyDownIeUk]

Please clarify. @carolinalemos 

Hello, my phone was stolen before I could create My Account on Public's website.

So you did NOT create a PM account?

Now I cannot create an account to report the phone as stolen and trasfer the number,

Where is the PM SIM card?

You only need a SIM card to create an account but if your stolen Phone has a SIM in it from another carrier of which you want to port the number in......you have a problem for sure. 

because the login process sends a text message to the stolen phone.

Correct. Assuming your stolen phone and SIM still has an active account...what happens when you call it? Does it have any tracking to locate it?

Can you please provide assistance on solving this?

Can you buy a new SIM for the “other” carrier and put it on your “other” carrier account?

Then borrow a phone and put new “other” carrier SIM in it. And also makes your stolen phone useless. 

Then complete the account set up with PM with the PM SIM you have. Also you can take a PM number and port later vs porting as part of the activation process. 

Thank you. Carolina

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[BKNS27]

@carolinalemos 

You will need to create account before you can report it stolen on your account and a CS_Agent.

Since you don’t have a phone to activate an account. The best thing is to report it stolen to your previous carrier.

[Dunkman]

@carolinalemos 

When you first activated your account, did you activate in store  or  at home.  If you activated at home, you would have created a self service account already with email address as the login.  If you activated in store, you would have needed to return home and create a self service account.