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lost phone

Great Neighbour / Super Voisin

ive lost my phone and have been locked out of account. got a new sim card and started a new account paid for first month and got a new number. phone isnt working as it wants to send a text to my old phone which is gone because its saying i have a joint account. No idea what to do


Mayor / Maire


First reboot your phone by powering off then back on.

It is not possible to use the same email address when you activated the replacement SIM.

You must have activated the second SIM with a different email address…now you are paying for 2 plans. The old plan and the new plan.

You will need to login to the first plan and click on Resend Code/Didn’t Receive Code and there is an option to send the 2FA code by email you used for the first account. Once you are login to your first account, disable AutoPay/Subscribe in the Payment section and it will cancel after 90 days of nonpayment. 

The 2FA code for your second account will be sent to the new number you picked or you can have it resent to the new email address you used for the second account.


Mayor / Maire

@Justin16  You need to get a new SIM card and log into your account and SIM card swap the number like this . Or get support to do it for you 

SIM  SWAPPING  profile tabs



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

link for support 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV


Mayor / Maire

HI @Justin16 

you shouldn't activate a new account. you should have login My Account and change sim card

you still want to do that? if you are, you need to buy another new sim card, and also need to arrange to disable  autopay on the new account (basically cancel the new account)

Town Hero / Héro de la Ville

HI @Justin16 

Here is how you can send the code to your email.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********.  But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.


Then, the next window that pops up is this.


Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.

You should now be able to get into your account.

If your code was going to the wrong number (an older phone number), do the following.

On your left hand side click on Profile.


Then you’ll see this on the screen.


Then click on Manage EverSafe ID.

The next page will allow you to change the phone number the 6 digit code goes to or even change your email address.

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