topic Re: Change SIM not working in Get Support

Change SIM not working

Freaknugget — Mon, 16 Jan 2023 19:50:57 GMT

Had to replace SIM but when I try to change it under my profile the page just seems to refresh and no change is made.

Re: Change SIM not working

dabr — Mon, 16 Jan 2023 19:53:38 GMT

@Freaknugget Are you logging in with incognito/private mode for the browser? Also try another browser if needed or always clear your cookies and cache because PM's website has a terrible issues with caching.

Re: Change SIM not working

esjliv — Mon, 16 Jan 2023 19:55:08 GMT

@Freaknugget - have you listed your account into lost/stolen status?

IF so, go back and resume/reactive it first. Then log out, then log back in. Can you now do the SIM SWAP?

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

EDIT: before going to CSA, also try doing this through a tab in incognito mode, perhaps some cache issues going on.

Re: Change SIM not working

Freaknugget — Mon, 16 Jan 2023 19:55:13 GMT

I've tried chrome and duck duck go I had a feeling the later wouldn't work but not sure why chrome would have issues

Re: Change SIM not working

Handy1 — Mon, 16 Jan 2023 19:55:28 GMT

@Freaknugget @Do you have a pc to do it on instead of mobile device and try in incognito mode private mode there are cache issues

Re: Change SIM not working

Yummy — Mon, 16 Jan 2023 19:56:39 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Re: Change SIM not working

softech — Mon, 16 Jan 2023 19:58:31 GMT

@Freaknugget you were trying it on a mobile phone?

it is a known issue that it does not work on mobile phone (problem with the mobile site)

Please try it again on a Desktop or Laptop (so it will load the full site and not the mobile site) and it will work that way

Re: Change SIM not working

rickersilken — Tue, 17 Jan 2023 01:34:46 GMT

Try restarting your phone?