topic Sim change in Get Support

Sim change

Sarah0684 — Sun, 04 Dec 2022 18:26:51 GMT

I lost my phone and wanted to keep my same phone number. I got a new phone and new sim card. I follow all the prompts I hit save and the sim info is erased and I'm unable to switch sims. I need my old number someone please help this is so frustrating

Re: Sim change

Outdoorsman — Sun, 04 Dec 2022 18:31:01 GMT

@Sarah0684 hi when you lost your phone did you put your account in lost stolen mode? if you did go back and click it again before trying to enter new sim number

Re: Sim change

hTideGnow — Sun, 04 Dec 2022 18:32:48 GMT

HI @Brilliance

Great tips and I will add to my note 🙂

Re: Sim change

will13am — Sun, 04 Dec 2022 19:00:49 GMT

@Brilliance wrote:
This really won't matter, if they have the new SIM Card and are ready to activate it there is mo reason to suspend the old one, just change it using a computer and it will work automatically deactivating the old one.
I had this issue yesterday and it's just an issue with the PM website on Mobile Devices.

I don't think the problem is necessarily device specific. It is more to do with cached data. As long as incognito mode is used when accessing the self serve account it should work regardless of device.