Lost phone and access to recovery email, need to keep my number, please help

[matauk33]

I lost my phone, and cannot reset the access to my public mobile, because dont have access to my gmail, which is asking to verify my identity by sending security to my phone, or sending the code to the same email address, which access it is trying to veryfi. With small kids I just doing things on the fly, and when last changing my password to gmail, i must have been rushing, hastily reading the prompts. and by accident must have just punched in my actual email, instead of the recovery email. I purchased a new public mobile sim card, but need to activate it and I dont have a credit card or visa debit to activate the new card( I always go to store to pay the monthly fee before the month end), and in fact I would  need help activating the new sim card but with old phone number. Is there a way to verify my identity to regain the access to my old phone number? I lost my phone just over a week ago, but was unable to top it up, for I would not be able to top it up if no access to my phone. My online bank was great at helping me to reset my stuff, can you guys do something? I have been PM customer for over 4 or 5 years. 

[darlicious · Accepted solution]

@matauk33 

Purchase a public mobile voucher. Call 1-855-4 PUBLIC and enter your 10-digit phone number. Then press (1) and (1) again and enter your 12 digit Public Mobile voucher pin #. This will immediately reactivate your service as long as the voucher amount equals or exceeds your plan amount and/or you do not have your service suspended via lost/stolen.

Once you have active service you can contact Public Mobile customer support and verify your account and ask them to perform a Sim swap for you. You can then put your new SIM card in a working phone to receive the 2FA text from public mobile to access your account. If you wish to turn off to 2FA verification go to your profile in your self serve accounts and disable that setting.

More info on payments if needed can be found here...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

If your service is still active then you only need to contact customer support to swap SIM cards.

[Timer]

@matauk33 

contact support team by CS_Agent  3 in 1 to change email and set new password,and change SIM card #.

also change the community email address by yourself  My settings - Community (publicmobile.ca)

to keep all accounts for same email for rewards,

[esjliv]

@matauk33  - 

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

Since already obtain a new sim card, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Changing your My Account email can only be done by a CSA, so get them to do this when you are in contact with them.

edit

[softech]

@matauk33 get a new Gmail first, then open ticket with PM support to have them change email first

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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 you there

For your new sim card, you do not need to "reactivate " , you just login to My Account, after you got the access back, and thrn request Change SIM card to tie your new sim card to your existing account and phone number. 

Get the access to My Account back first