lost phone and sim card

[deborahlovett61]

Hello,

I lost my phone last month and it is gone forever. I want to have the same phone number.

I am using my daughter's account to login because you send a code to my lost phone number for verification and obviously I can't verify that way. In addition my email is out of date as I have changed email addresses.

How do I fix this?

My name is xxxxxxxxx  Please help me asap.

Many thanks

[LitlLdy]

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@deborahlovett61 wrote:

I cannot receive the verification by text or email as previously stated. Hence the reason for the email and phone number being disclosed to support/community for id purposes. I don't know how else to verify myself without having access to my old email adress and my lost phone number. Any other suggestions please? If I create a new account can I request my lost phone number?

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@deborahlovett61 , normally when trying to login to your ‘My Account’ you can select ‘didn’t get the code’ & a popup will allow you to select receive code by email but if you don’t have access to that email address account that won’t work either!

No, if you create a new account you will get a new phone number & still be charged for other account. Unfortunately you can’t transfer phone numbers between Public Mobile accounts!

The only option left if to send a private message to CS_Agents to ask them to change your email address on your account for you to your new one & to ask them to report your phone as lost (with SIM Card) on your account. Once you purchase a new SIM Card & Phone sign into your account with your new email address to change your SIM Card on your account or ask CS_Agents to do it for you.

Edit: Once you have a new SIM Card & Phone to put it in, follow these steps to update the SIM Card number associated with your account:

Log in to the Public Mobile app  (select + symbol on bottom left) or My Account (click  >  symbol on bottom left)

1. Go to the ‘Profile’ tab
2. Select the pencil icon next to your current SIM number
3. Enter your the 19-digit code of your new SIM
4. Select ‘Save Changes’

Or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

[HALIMACS]

@deborahlovett61 

The thing is, customer support (the people who actually work for public mobile) do not necessarily monitor this community forum of other users just like you.

By posting personal information on this site, you just open it up for everyone who has internet access to see.

To contact a Customer Support Agent, send a private message to Customer Support Agent by clicking here.  

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[deborahlovett61]

I cannot receive the verification by text or email as previously stated. Hence the reason for the email and phone number being disclosed to support/community for id purposes. I don't know how else to verify myself without having access to my old email adress and my lost phone number. Any other suggestions please? If I create a new account can I request my lost phone number?

[BKNS27]

@deborahlovett61 

This is a public Community forum so please remove your personal information by clicking on reverse V in circle and edit.

Contact a CS_Agent by private messaging to help you access and update your email address at:

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

First you need to login your account and go to the Profile section and click on Lost or stolen phone to disable unauthorized use of your SIM.

Then purchase a new SIM from Amazon for $4.99 or for $10 from your local Telus/Koodo store. Don't order from PM website because it may take up to 3 weeks to arrive.

Once you have the new SIM, go to your account and go to the Profile section and enter the new SIM card number...that simple.