topic Re: Fail to setup new account in Get Support

Fail to setup new account

nxtrieu — Wed, 05 Jan 2022 17:57:13 GMT

Dear Sir/Madam,

I am the owner of phone #***-***-****. As I haven't used it for some months, I even lost the SIM card.

I have just bought a new SIM card and tried to activate it. After some failures to active it, I thought I can use a shortcut by logging to the Account of phone # ********** and using "Change SIM card". Finally, I was successfully change the SIM card of the Account of phone # ********** to the new SIM card # mentioned before.

Then the SIM card hasn't worked. I realized that I should have activated new SIM card by normal account setup https://bit.ly/2IP64I6. Now I always get the "Invalid SIM" error message.
I would appreciate very much your support on it

Thanks for your kind support

Treiu

Re: Fail to setup new account

Jb456 — Thu, 27 Aug 2020 17:38:58 GMT

First and very important. Click the 3 dots on right side of your post and click edit post. Remove your personal information as this is a public forum.

Re: Fail to setup new account

Anonymous — Thu, 27 Aug 2020 17:39:49 GMT

@nxtrieu

No you did it the right way by Change SIM.

Is this a new phone? Is that message on the phone?

Maybe try a restart again.

Re: Fail to setup new account

esjliv — Thu, 27 Aug 2020 17:45:47 GMT

Hi @nxtrieu ,

If it was less than 90 days, then make sure you have enough funds to cover your plan in your account.

Reactivate your account in your My Account.

Then reboot your phone, remove and reinsert your SIM.

Reset your network setting, if needed. And see if you have services.

If it was over 90 days, then you lost your phone number and account. You will need a new SIM (which you obtained) and then active the new SIM card, again making sure the value of your plan is paid first before you can get services.

Re: Fail to setup new account

gblackma — Thu, 27 Aug 2020 17:44:46 GMT

@nxtrieu Try the lost stolen trick to reset your service. From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

If this fails contact the moderators and ask them to reset your service for you.

There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Fail to setup new account

geopublic — Thu, 27 Aug 2020 17:47:41 GMT

@nxtrieu As mentioned you did the right thing by using the change sim card option. Activating the new sim would mean that you would lose your existing PM number. Just enter the new sim card in your phone restart it and dial 611. If your account is suspended then you need to make payment to reactivate it.

Re: Fail to setup new account

nxtrieu — Thu, 27 Aug 2020 18:52:39 GMT

Hi all,

Thanks all of you for immediate support.

Sorry I didn't explain clearly that I need a new phone number.

Best

Trieu