how to cancel my plan if I can't login - phone lost

[CHJ1]

Phone lost so cannot login as I can't get a text message and the email that is on the account is an old email. How do I cancel the plan, get a new SIM card and port over the old number? 

[softech]

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@CHJ1 wrote:

I dont have access to the email any longer. It's my kid's account and he lost his phone AND doesn't have access to that email

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@CHJ1 

Then message support 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

[CHJ1]

I dont have access to the email any longer. It's my kid's account and he lost his phone AND doesn't have access to that email

[Handy1]

@CHJ1  Once you get a new SIM card . And logged into your my account. you can SIM card swap the number to keep your phone number and plan . In my account profile tab 

SIM  SWAPPING  profile tabs

Note only do this on lap top or computer/ not mobile device

[Meow]

Instead of receiving code by SMS if you click few times on Resend Code you will get e-mail option. Use that to receive a code and then log in and proceed to do what you need to do.
To port out you have to have PM SIM in order to receive authorisation code so you would have to buy new PM SIM either from PM or amazon, ebay, kijij and do SIM swap first.

[softech]

@CHJ1 you don't have to cancel the plan if you lost your phone.  Get a replacement phone and a new sim and you can resume the service

But if would like to remove Autopay to cancel the service, try this:

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

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