topic Re: Sim card change issues in Get Support

Sim card change issues

Bcbudchick — Thu, 06 Jan 2022 08:21:01 GMT

I keep trying to change my Sim because my phone was stolen and I click to verify by email and it takes me to a page that says woops something went wrong try logging out and back in again. I've done this numerous times I've restarted my device I've refreshed all pages and I've been doing this for days now and I've even submitted a ticket for help and no reply in days so what am I supposed to do here now

Re: Sim card change issues

t_p — Thu, 02 Sep 2021 10:18:53 GMT

@Bcbudchick wrote:
I keep trying to change my Sim because my phone was stolen and I click to verify by email and it takes me to a page that says woops something went wrong try logging out and back in again. I've done this numerous times I've restarted my device I've refreshed all pages and I've been doing this for days now and I've even submitted a ticket for help and no reply in days so what am I supposed to do here now

Have you tried another browser or Incognito mode? Clear cache and cookies.

Re: Sim card change issues

cellphoneuser1 — Thu, 02 Sep 2021 10:17:49 GMT

@Bcbudchick The e-mail isn't coming in so all you can do is open another ticket.

Re: Sim card change issues

Bcbudchick — Thu, 02 Sep 2021 10:17:56 GMT

No ill try that

Re: Sim card change issues

Bcbudchick — Thu, 02 Sep 2021 10:19:35 GMT

It's not even sending a verify code it's just going straight to the page saying something went wrong

Re: Sim card change issues

Bcbudchick — Thu, 02 Sep 2021 10:24:22 GMT

It worked going incognito thank you so.much I don't know why I didn't think of that anyways thanks

Re: Sim card change issues

phonefish — Tue, 14 Sep 2021 03:24:21 GMT

Hi, I/m trying to change my sim card and it is supposed to email me a code. I've tried a few times and it doesn't email me the code. Can anyone help me? thank you

Re: Sim card change issues

hTideGnow — Tue, 14 Sep 2021 03:26:49 GMT

@phonefish did you check the SPAM folder/ maybe it is there?

or try again tomorrow morning..

if you are still unable to get the code in Email, you might have to open a ticket with pm to confirm the email address used or have PM CS Agent to process the SIM swap manually

Re: Sim card change issues

phonefish — Tue, 14 Sep 2021 03:29:26 GMT

How do I open a ticket?

Re: Sim card change issues

JK8 — Tue, 14 Sep 2021 03:39:30 GMT

@phonefish wrote:
How do I open a ticket?

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 our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

Re: Sim card change issues

phonefish — Tue, 14 Sep 2021 03:46:37 GMT

Thank you for the help I will try in the morning

Re: Sim card change issues

hTideGnow — Tue, 14 Sep 2021 04:35:48 GMT

@phonefish

For SIM change, you can use this direct link to open ticket

https://urlshortner.tiia.ai/-H7DB-

then click "Contac t Us" , then then click "Click here to submit a ticket"

you will then direct to another page to open ticket.
There, you will be prompted to enter COMMUNITY Login (NOT My Account/Self-Serve) to validate your identity,

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right) CS Agent will communicate with you ther

Re: Sim card change issues

carriehuang03 — Tue, 28 Dec 2021 21:33:50 GMT

Yeah, I had the same problem since I lost my phone too. Try using a different web browser like Microsoft Edge or Internet Explorer. I was using Google Chrome and that error page kept popping up. But when I used edge, I could change my sim card successfully 🙂

Hope this helped!