topic Re: New Sim in Get Support

New Sim

Ltuplin — Tue, 29 Nov 2022 03:07:28 GMT

I just bought a new sim card for to replace the one that quit in my wife's phone. I have entered the new sim # but the system will not allow me to log in with my existing account info. It wants me to use a new email address. If I do that I will lose my current plan

Re: New Sim

walker1 — Tue, 29 Nov 2022 03:09:05 GMT

@Ltuplin Try logging into your account using a browser in incognito or private mode and try again.

The site has cache issues.

Re: New Sim

softech — Tue, 29 Nov 2022 03:10:34 GMT

@Ltuplin you probably went to the the activation portal, which is the wrong place for linking your new sim card with your exiting account

What you need to do is to login to Self Serve My Account with your wife login here:

https://selfserve.publicmobile.ca/

There , click Change Sim card from Quick Link menu on the top right. Then you can enter the new sim card info

https://selfserve.publicmobile.ca/en/account/edit/your-account

Re: New Sim

Ltuplin — Tue, 29 Nov 2022 03:23:14 GMT

OK, it saved the new sim, thanks. How long does it take to become active? When I try to phone someone it says Mobile network not available for voice calls

Re: New Sim

Ltuplin — Tue, 29 Nov 2022 03:33:28 GMT

I just rebooted & it is working. Thanks for your help.

Re: New Sim

softech — Tue, 29 Nov 2022 03:36:08 GMT

@Ltuplin just just one reboot and all good.

Glad it is now working