topic Re: Changing SIM # in Get Support

Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 17:31:33 GMT

Hey y'all,

Everytime I try changing my SIM # under my account and submit the new #, it doesn't update it.

I've tried at least 10x.

HELP!

Re: Changing SIM #

dust2dust — Mon, 13 Mar 2023 17:34:33 GMT

Are you trying on a mobile browser? Try to use a non-mobile browser. I'm not sure desktop mode on a mobile browser would work either but you could try that.

Re: Changing SIM #

esjliv — Mon, 13 Mar 2023 17:34:42 GMT

@Chelloello_ - are you in lost/stolen status now? Or suspended or Active?

Get you account in Active status then try again.

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/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

Re: Changing SIM #

Meow — Mon, 13 Mar 2023 17:43:07 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: Changing SIM #

hTideGnow — Mon, 13 Mar 2023 17:47:08 GMT

Hi @Chelloello_

you need to use a desktop or laptop to go to that part of the My account site and make sim card change, for some reasons, it does not work if you use your phone

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 17:55:21 GMT

I am in the active status but am trying to find where to submit a ticket.... No luck.... I just paid my bill so I'm seriously getting frustrated.

I appreciate your help though 🙂

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 17:55:47 GMT

Trying that now! Thank you! 🙂

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 17:57:01 GMT

As I don't have a desktop, praying a desktop browser will work... Google chrome is what you mean yes?

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 17:59:47 GMT

Whoops, sorry this is my first post... I am trying incognito mode now... Fingers crossed!!

Re: Changing SIM #

Handy1 — Mon, 13 Mar 2023 18:03:26 GMT

@Chelloello_ As @hTideGnow mentioned already you need to do this on a computer phone won’t work it’s a known issue .. so if you don’t have a computer you can ask support to help you with it

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 18:24:54 GMT

Desktop site was the solution, thank you so much!!

Re: Changing SIM #

Chelloello_ — Mon, 13 Mar 2023 18:26:13 GMT

THANK YOU TO EVERYONE!

you resolved my headache, I should of jumped on here wayyyy earlier. I appreciate all y'all's help 💖

Have a blessed and beautiful day!