Unable to login to public mobile account and lost sim card

[happyhappyguy]

I have another phone number with public mobile.  I interchange between this sim card and another sim card with another phone number.

I recently lost that sim card.  I am unable to login to public mobile since I am unable to receive the one time passcode that is text to that phone number.

I thought I would purchase a new sim card, login to my account and change the sim card associated with that account.

How can I do this?  Please help!  I also need to update my credit card information and I am worried the auto-pay will not go through.

Thank you

[smp999]

But - this is an issue (lost phone/SIM) that needs to be improved. Maybe an Authenticator app, or something. Maybe a live chat option for just lost phones, or even go into a Telus/Koodo store with govt ID

[softech]

@smp999 did you try the incorrect OTP trick as stated above? 

if still does not work, you will need support to help then 

[smp999]

I tried this yesterday for a family member - the Email option was not available - tried to resend code 3 or 4 times. Only SMS and voicemail options

[softech · Accepted solution]

@happyhappyguy 

you are correct, you need to login My Account and go to Profile page and change sim card there

To login My Account, you can ask the code to send to email instead

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

If no email option still, Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support by direct message here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there