Lost Phone, new phone and sim card received, can't activate new sim card

[daumega]

I got a new phone and sim card after I lost my phone. But now to activate it I need text message confirmation. I can't receive texts! And online chat help isn't available. I have to call to resolve it but I don't have a working phone? What do I do?? Do I really need to make a big trip out of this and visit a lucky mobile store??

[tech_junkie]

Did you try to update your SIM card number on your lucky mobile account?

[daumega]

Yes, that's precisely where I ran into these problems posted above.

[LuckyMobileElla · Accepted solution]

Hey there!

Special validation is required to be performed before completing a SIM change for lost or stolen phones. 

If your phone or SIM have been lost or stolen - and you are no longer in possession of device and SIM, you can replace it with another phone and SIM while keeping the same Lucky Mobile number.

In this scenario you MUST visit Lucky Mobile in-store to verify your identity with a valid piece of photo ID to complete the SIM/eSIM transfer; as you will not be able to receive the 'transfer approval text' if not in possession of the lost device and SIM. Check out Lucky Mobile Support. - Lost or Stolen Phones

If you reported your phone as lost or stolen and had your account suspended; restore your services through My Account to have the account restored and updated with the new SIM and phone.

[Fieldsy420]

All right my phone was stolen I can't get the code text code and I can't transfer my sim what do I do

[MK4753 · Accepted solution]

Hey Fieldsy420,

If your phone is stolen you will need to call customer service right away and mark it as "Lost or Stolen" and give them your new SIM number so they can do the SIM replacement for you.

The option you are trying to use if from transferring an existing working SIM to another SIM (Even I dont know why the option is there at the first place, there should be a SIM lost or stolen function which can easily help you to replace your SIM after asking verification security questions.)

[MK4753]

Upon further research, I found that SIM Lost button is available in the My Account, just log in from your computer and you should follow the steps.

[Mandyy · Accepted solution]

The process is pretty annoying, there is no option to do it yourself if you don’t have access to your old number or that simcard. You need to either visit a bell store in person with a photo ID, or call lucky mobile self service line, tell an agent that you need assistance registering a new simcard or Esim and don’t have access to your old one and you can’t get the verification code required for the change.

They have a security restriction where they then call you to confirm your identity, but instead of asking normal security questions, they have to call you back on a different number that you have called frequently off of your mobile device before. ie - a partner, close friend, work phone, home phone, ect. There is no way to do this change on your own with self serve.

It’s not very user friendly in my opinion. I needed to switch my service over to a new SIM when I was away, and didn’t have access to any number that I made phone calls too, so I couldn’t activate my new simcard until I was home. 

[customer024]

My phone was stolen 2days ago now, after buying a new phone/(luckymobile)SIM. There is seemingly no way for me to transfer my account to my new device+SIM.
It will send a code for me to verify to my phone In order to complete the process!
To the phone that is stolen....
Just how exactly am I supposed to do that IF MY PHONE IS STOLEN!?
Your chat bot wont even load, only shows a buffering symbol
There's ZERO way to change my device or SIM without it sending me a txt to the STOLEN phone in order to finalize, i've tried!
DID NO ONE THINK THIS THROUGH?!

Send me a code through my email or verification questions, or SOMETHING!

[Cha]

How to get verification code via email for transfering SIM from lost phone? Do you have any suggestion to contact Lucky mobile via online service?

[LuckyMobileAntonie · Accepted solution]

Hey there @Cha ,

If your phone or SIM have been lost or stolen - and you are no longer in possession of device and SIM, you can replace it with another phone and SIM while keeping the same Lucky Mobile number.

In this scenario you MUST visit Lucky Mobile in-store to verify your identity with a valid piece of photo ID to complete the SIM/eSIM transfer; as you will not be able to receive the 'transfer approval text' if not in possession of the lost device and SIM. Check out Lucky Mobile Support. - Lost or Stolen Phones

If you reported your phone as lost or stolen and had your account suspended; restore your services through My Account or contact us to have the account restored and updated with the new SIM and phone.