new sim card for same account

[josie_86]

Hello my last phone was damaged, i have since bought a new one i am having a hard time activating as i dont want to start a whole new number or account. can someone from customer service

[Timer]

@josie_86 

close all browser and open new page and make sure of spelling your email. and check the spam folder.

[softech]

@josie_86 

if you cannot login My Acxount, you can try to use Reset Password option there and try to reset the password that way. 

If you are unable to get the access back still open ticket with PM support :

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

[esjliv]

@josie_86 - you have no access to your email that is currently connected to your My Account...you can ask to swap your sim card through a public mobile representative if you submit a ticket to them. Links to CSA are provided above.

If you need to change the email associated to your My Account, you can also ask CSA to do this through the same ticket.

[josie_86]

i have tried i am unable to get into my email listed on my account, it wont let me verify my security for the updated sim card

[softech]

@josie_86 do you have a new PM sim card now?  if not, get one from Telus or Koodo store in your area.   

Once you have the new sim card, you just need to login to My Account and request Change sim card there to tie yiur new sim card with your existing account

[esjliv · Accepted solution]

You don't need to activate the new sim card with a new account or phone number, if you have been in active status within 90 days.

You can swap the sim card yourself on your My Account.

See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

If having difficulty swapping the sim card through your My Account, ask for assistance with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[Timer]

@josie_86 

• How to SIM Swap > http://publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

  and use browser from computer,and clear cache and cookies and use one page inPrivate mode,or safari on private mode, and get verification code choose by email for SIM Swap.

if want to contact PM support team by private message > CS_Agent