@kim71
it's not something Public Mobile can assist, but use the FindMy service to locate the phone and try a remote wipe:
iOS: (ref: : https://support.apple.com/en-ca/101593)
iPhone: https://www.apple.com/ca/icloud/find-my/
Android: (ref. :https://ca.pcmag.com/android/9175/dont-panic-these-features-can-help-you-find-your-android-phone-if-...)
Google: https://myaccount.google.com/find-your-phone
Samsung: https://findmymobile.samsung.com/
This is what you need to do for your PM service:
If you have not done so, you might want to first suspend your service first until you got a replacement sim card:
Login to My Account, go to Profile page, click Report Lost/Stolen Phone and click Put my service on hold
(or use this direct link: https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone)
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 or "Send Voice Message" (When choosing "Send Voice Message", call yourself using another phone to retrieve VM)
Then get a Public Mobile sim card from
Once you get the sim card, you can update the sim card number from either the PM app or My Account via the browser (After login, remember to resume service first if you have used Lost/Stolen to suspend the service earlier.):
If you are updating via Public Mobile app
login and go to Account page
(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 or Send Voice Message)
click Change your Sim card and update your sim card number there
To update it from My Account via the browser:
login My Account to request Change Sim card
(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 or Send Voice Message)
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: https://myaccount.publicmobile.ca/en/account/profile/change-sim-number )
After the sim card is updated, wait 5 mins, then reboot your phone and it should be good
(PM Lost/Stolen Reference page: https://www.publicmobile.ca/en/get-help/articles/lost-or-stolen-phone)
