Help, can't get phone number, lost account!

[Pris]

Help, I need help ASAP as my sister's phone number may have been stolen and her public mobile account isn't working and the phone when called goes directly to voicemail. @CS_Agent 

[esjliv]

@Pris - we are not CS_Agents here on the forum, we are customers/members just like you and your sister.

What is happening when you try to log into her My Account? Have you tried the forgot your password or email options? If the code is being send via SMS, try selecting the RESEND code multiple times until you get the email option.

Once in My Account:

See how to report lost / stolen: https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

SIM Fraud: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[softech]

@Pris  so, you know the login password and email and unable to login My Account

check if the line is still with PM, call 1.855.4PUBLIC , enter 1 for english and enter the phone number, see if PM can locate the account.  if it can good, and lets try to login back to My Account

But first, you can open ticket with support

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

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

Then while you wait for support to reply,  you can try to login to My Account and if so, you can click Lost/Stolen to suspend the account

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

 

If you have not created an EverSafe id yet,  you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS.  (Sending the code to email would not be a choice until  EverSafe id is fully setup) 

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps,  please open ticket with support and have them to help in this situation:

Private message CS agent at 

                 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 to you there