replace the SIM card

[2965]

hi there,

my daughter is also a customer of Public Mobile. she recently lost her phone.  she bought a new SIM card and try to activate it with her existing phone number.  she is not able to log in to her portal because she can not receive a code by the text message. is there a way to help her? 

i can list her information here for her phone number, existing SIM card number and the new SIM card number.  

[Dunkman]

@2965 

As mentioned, your daughter does not want to activate a new SIM card/plan.  She wants to access her original self service account and replace the SIM card number in the profile section. 

Your daughter should be able to receive 2FA email code instead of 2FA text to access her self service account.  Should give the option/link  Didn't receive code.  Click on that link and you should get 2FA email option. 

[Grinch]

To directly answer your question ... after the text does not work .. choose the option to have the code emailed to her email address. 

[slusagm]

Make sure you don't activate a new account

You should instead ask PM to help to link the sim to her current account 

   Since she cannot properly login, she won't be able to open the preferred Chatbot ticket. So, she will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to her community inbox, check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenote