account locked sim card lost

[moi2022]

Hi 

i lost my phone so sim card gone 

account online locked due to forgotten password 

bought new sim card how can link new sim to old number 

thank you so much

[moi2022]

yes i did 

still no answer 

[dust2dust]

Did you address the message to cs_agent?

They're officially closed now though. But you might get a reply tonight.

[moi2022]

i sent private message to agent NO ANSWER ???  this is frustrating 

[moi2022]

hey 

it's been a week locked i waited and waited, it's not working 

[NDesai]

@moi2022 You should be able to reset your password from the forgot password link if you remember answers to security questions selected during activation. If not, your only option is to contact PM CSA agent to get the password reset and SIM card changed. Let them know you can't access self-serve and you lost your phone. 

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[softech · Accepted solution]

@moi2022   

Yes, you need to login to My Account and then request Change SIM card

For your issue to login, since it is currently lcoked, you will need to wait 3 hours for the account to unlock and then you can try to use the Forgot password link to self reset the password (But you still need to remember the  answer to the Security question)

if you cannot complete the self reset, open a ticket with PM Support and they will sort this out for you:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

After you got access back, you can then request Change SIM card there, enter the new SIM card number and use email to receive the 2FA code the complete the process

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-sim-card/