stolen phone

[LodyL]

my daughter's phone was stolen and I can't seem to cancel the phone because it is a different number than my primary phone, meanwhile the phone is still active, what do I do?

[hairbag1]

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@LodyL wrote:

Thanks everyone for your help, the situation is resolved.

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Good news....how was it resolved ? Did a CSA help or did you find a Self Service option workable ?

[hTideGnow]

HI @LodyL 

great to know!!

how you get into My Account? did agent  reply you ? or you know the email address used?

[LodyL]

Thanks everyone for your help, the situation is resolved.

[dust2dust]

The account has its email address registered to it. Whatever it is. Do you have access to it? Did you previously set up the new login system for that account?
If you had set up the new system and you do have access to that account email then at the screen to enter the code, click on didn't get code or resend code link to see the option of sending to the email. Then you can log in. Then you can put the account on hold and stop anyone from using the paid-for services.

Then buy a sim and have a phone to put it in and log in and change the sim for the account. That will fully kill the sim in the stolen phone.

[hTideGnow]

HI @LodyL 

if you don't have the phone with you to receive sms, and don't remember the email you used to create your daughter's account, best to submit ticket with CS agent

And, do you just want to suspend the account first and get a new sim card and new phone after?or you really want to cancel the service?

[LodyL]

Can you elaborate a bit please, I think you might be on to something

[LodyL]

I used a different e-mail for my daughter's phone

[BKNS27]

@LodyL 

What do you mean that it was not a primary phone because you can only have one number/account/email?

[dust2dust]

Have you previously already set that account up for the new login system? If so then click on the didn't get code or resend code link and send the code to the email address on the account.

Adding - then once you're in you can put the account on hold using the lost/stolen function. Stopping autopay will just stop it from renewing. It's reasonable of you to think of stopping the service now.

[hairbag1 · Accepted solution]

@LodyL 

here's a link to get CSA help to cancel her phone until she gets new or finds old.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Handy1]

@LodyL  If you know the 4 digit PIN code on account you can *611 turn auto pay off . Or get support to help you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

HI @LodyL 

do you know the account pin? call 1-855-4PUBLIC and you can disable Autopay there

or you can also submit a ticket with CS agent for them to help to suspend the account 

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437