topic Re: My plan won't reactivate/Can't add top up voucher!! in Get Support

My plan won't reactivate/Can't add top up voucher!!

Xosanne — Wed, 05 Jan 2022 08:11:46 GMT

The plan on my account has been inactive for about two months but still hasn't reached the 90 da dot-dot. I'm trying to change my SIM card and a Top-Up voucher but it will not allow me to do either of those dr. I still want to keep the same number! Please help!!

Re: My plan won't reactivate/Can't add top up voucher!!

Jessica_T — Wed, 30 Jan 2019 21:27:35 GMT

@Xosanne wrote:
The plan on my account has been inactive for about two months but still hasn't reached the 90 da dot-dot. I'm trying to change my SIM card and a Top-Up voucher but it will not allow me to do either of those dr. I still want to keep the same number! Please help!!

@XosanneAre you able to log in the account? Why do you need to change your sim card, did you lose the first sim card? What happens when you tried to use the top-up voucher? Did you do the voucher by 611 or self-serve? Have you tried another browser? Where did you buy the voucher and when?

Re: My plan won't reactivate/Can't add top up voucher!!

Xosanne — Wed, 30 Jan 2019 21:36:37 GMT

Yes I can log in. Yes I lost my sim. I purchased the Top-Up voucher at Walmart about half an hour ago and I'm trying to do is be a self-serve because I don't have anyservice right now until I reactivate my account / SIM card so I'm unable to use 611

Re: My plan won't reactivate/Can't add top up voucher!!

Mary_M — Wed, 30 Jan 2019 21:39:21 GMT

Hey @Xosanne,

thanks for reaching out to us !

I can see that you have sent us a private message already - my colleague will be working on your case shortly 🙂

Cheers,

Mary

Re: My plan won't reactivate/Can't add top up voucher!!

Jessica_T — Wed, 30 Jan 2019 21:40:22 GMT

@XosanneLooks like @Mary_M the moderator will be able to take care of everything for you.

Re: My plan won't reactivate/Can't add top up voucher!!

Xosanne — Wed, 30 Jan 2019 21:42:28 GMT

Thank you!!

Re: My plan won't reactivate/Can't add top up voucher!!

Mary_M — Wed, 30 Jan 2019 21:44:21 GMT

you're very welcome 🙂

Indeed we will !! @Jessica_T, thanks for reassuring @Xosanne #teamwork!

Re: My plan won't reactivate/Can't add top up voucher!!

Xosanne — Wed, 30 Jan 2019 21:45:26 GMT

How soon will we know

Re: My plan won't reactivate/Can't add top up voucher!!

Mary_M — Wed, 30 Jan 2019 21:49:58 GMT

look out for your inbox - response time varies and can go up to 24 hours but we're currently not backlogged so you should receive a reply within the next hour or so 🙂