Lost Phone, account doesn't show my phone number

[DK_L]

--> Lost my phone

--> Tried to get a new phone while keeping my phone number

--> Told I need my account number to port my number over

--> Tried to login to get my account number (I've been a customer for about 8 years)

--> The new "Telus login" (or whatever) doesn't show my existing account information. It just tries to get me to "Resume activation."

--> I need my account information.

[Dunkman · Accepted solution]

@DK_L 

You do not need to activate your new SIM card.  You need to change the SIM card in your self service account.  

https://www.publicmobile.ca/en/bc/get-help/articles/change-sim-number

Did you sign up for the new Eversafe login system before?  

If you did sign up before, you can login to your account and resent 2FA via email instead of text.  

However, if you did not sign up, it complicates things.  Try to reset the password to your self service account.  Then try to login again and hopefully, you will be given option for email 2FA.  If not, you can try to resend the 2FA text multiple times and sometimes the system will give you the email option for 2FA. 

[Handy1]

@DK_L  Get support to get the account number for you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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