Stolen phone

[Kim45]

Hi,

My phone was stolen last night and I can't log in to my account, because it is requiring 2-step verification, which I can only provide if I actually have my phone in my posession.  I need to transfer my eSIM, so I can retrieve my information.  The phone number and email address that I used to create this account are my boyfriends.

Also, is there a way to stop this person who stole my phone, from using it?

Thank you,

Kim

[BKNS27]

@Kim45 

Once you login to your account. Go to Account tab then click on Report Lost/Stolen Device to stop service on the stolen phone.

Once you get a new phone. Download the PM app then login to your account and purchase a new eSIM/SIM. Everything will transferred over to your new phone.

[Chalupa_Batman]

Hello @Kim45 

First, please click on the arrow within your box and edit your phone number out. These are not private forums.

One thing you can try is clicking on "Didn't Get The Code" and send to your email or voicemail. As long as you feel the thief can't access the phone, those options are available. If not, see below.

Please contact a CS Agent to assist in placing the account on hold.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.