Stolen phone

[Pickles6996]

I recently had my phone stolen and im not able to log into any of my emails gotta love it when you let google choose a password for you so im not to sure what to do I need to report my phone as stolen and then figure out how to get my phone number switched to my new phone  so I can start getting my two step codes so I can get into my emails and my original public mobile account if someone can help me with this I’d really appreciate it

[BKNS27]

@Pickles6996 

You need to login to your account then to Account tab then click on Lost/Stolen Device to pause PM service.

Once you get a new phone and download the PM app and SIM/eSIM then go to Account tab again then to Change Your SIM Card to transfer your account over to new phone.

If you are having issues login to your account. Click on Chat icon and type in Submit a Ticket for a CS_Agent to help you login.

You might want to open Google Find My to track down where your phone is located.

[softech · Accepted solution]

@Pickles6996 

Order a new sim card but not to "activate" the sim, instead, you want to link your sim card to your existing account so you can keep the phone number

If you have not done so, you might want to first supsend your service first until you got a replacement sim card:

Login to My Account,  go to Profile page,  click Report Lost/Stolen Phone and click Put my service on hold 
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone) 

If you are unable to login as you don't have a phone to receive the 2FA code:On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

Ifyou are unable to login still , message PM for help and ask them to change to another email to login

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

Then get a Public Mobile sim card from

• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   (Best and Quickest option, Free Prime next day shipping)
                             or  https://www.amazon.ca/dp/B07R6P5KBB/ 
• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/pick-up-SIM (call ahead to confirm availability ) 
• Via your My Account: https://www.publicmobile.ca/sim-card   or via PM app's Account page(Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card,  you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):

If you are updating via Public Mobile app

login and go to Account page
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 
click Change your Sim card and update your sim card number there

To update it from My Account via the browser:

login My Account to request Change Sim card
(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 

Go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number  ) 

After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)

Not sure if you lost the phone, if so,  use the FindMy service to locate the phone and try a remote wipe

Apple: https://www.apple.com/ca/icloud/find-my/
                 (how to use: https://www.pcmag.com/how-to/find-a-lost-iphone)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
               (how to use: https://www.pcmag.com/how-to/how-to-find-a-lost-android-phone)