lost my phone

[edgars]

I have lost my phone bought a new sim and new phone, forgot the answer to my secret question can not log in to set up new phone and sim .

[darlicious]

@edgars 

Hey you didn't leave it in the lobby of a residential apartment/condo building about 10 days or so ago did you?

[BKNS27]

@edgars 

Only way to access your account is to contact a PM CS_Agent as noted by others.

[hTideGnow]

Hi @edgars  After you get back onto My Account, you just need to request Change SIM and select  to use email as the 2FA to receive the code    One the SIM is successfully changed, you can then put your SIM into the new phone and try

More information for SIM change here:

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud-2-factor-authentication/...

[Anonymous]

@edgars 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[hTideGnow]

@edgars  To reset the password, please open ticket with PM. Click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

1. type: Forgot log in information
2. Click "Contact Us"
3. Click "Click here to submit a ticket"
4. you will then direct to another page to open ticket.
   
   After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[Triguy]

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.

[t_p · Accepted solution]

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@edgars wrote:

I have lost my phone bought a new sim and new phone, forgot the answer to my secret question can not log in to set up new phone and sim .

---

@edgars 

You need to contact CS to reset your login info:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.