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moms lost phone

Great Neighbour / Super Voisin

my mothers lost her phone while driving. she has all the tracking apps turned off so theres little to no chance of tracking it down that way. we will likely have to get a new sim card and phone, but she needs to know how to deactivate the old card or switch the account linked to it to the new.

any help would be greatly appreciated


Mayor / Maire

@Chase1146  Once she gets a new SIM card and phone in her account profile page she can sim

swap the number to keep her phone number and plan 

SIM  SWAPPING  profile tabs



If she can’t log into her account then ask support to sim swap the number for her 

submit ticket with support . using the chat bubble bottom right of screen 



If that doesn’t work you can always send private message to support .

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️




if you have not got a new sim yet, get a Public Mobile sim card from

Once you got the sim card, go to My Account to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet might not work for some accounts, you might want to use make a change sim card request on a desktop or laptop computer )

(If you are unable to login as you don't have a phone to receive the 2FA code: On the screen it is expecting you to enter the code, click Didn't get the code? or  Resend code and then choose Send email) 

After you logged in, unsuspend first if you have suspended your service earlier.

Then go to Profile page, click on the Pencil besides the sim card number, follow the steps to enter the new sim card number and complete the change sim card request
(or direct link:  ) 
After the sim card is updated, wait 5 mins, then reboot your phone and it should be good

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