topic Re: I can not activate my sim in Get Support

I can not activate my sim

dandn — Fri, 19 May 2023 21:20:19 GMT

I have tried mutiple cards, not of my cards have any balance on them and they work everywhere else. History - We left the country for 6 months so canceled the phone plan, when we got back we bought a new sim and attempted to activate it but it will not accept payment, or maybe there is another problem?

Re: I can not activate my sim

softech — Fri, 19 May 2023 21:22:56 GMT

@dandn did it give you any error messages like Error 837 or Error 821? what was the exact error?

Also, check your credit card first to confirm PM has not taken the money yet

If PM did not take money from the credit card yet, wait a FULL hour, then use Incognito mode to try again and see if it works

Re: I can not activate my sim

benfatto — Fri, 19 May 2023 21:24:15 GMT

Accounts that have been suspended for 90 days are permanently deactivated.

Check on the status of your account by dialing 611 from your phone. If you are unable to do so try calling 1 855 4PUBLIC and entering your 10 digit phone number to get your account status.

If you get the message "we cannot find your phone number" then your account has been canceled and deactivated. If you get the message that your account is suspended then you need to make a manual top up payment to cover your plan and reactivate your service.

Re: I can not activate my sim

dabr — Fri, 19 May 2023 21:49:44 GMT

@dandn When you left the country for 6 months, did you keep your account active by making payments at least once during your absence?

If you didn't make any payments, then as noted by @benfatto the account and number is deactivated after 90 days of suspension. You can use the new SIM, however, to activate a new account with a new number, of course.

edit: nvd seems like you are trying to activate a new account, so could be just website issue and using incognito/private mode should work because of caching problems with the site. Otherwise you might assistance from support via chatbot or private message.

Re: I can not activate my sim

LitlLdy — Fri, 19 May 2023 21:47:06 GMT

@benfatto wrote:
Accounts that have been suspended for 90 days are permanently deactivated.
Check on the status of your account by dialing 611 from your phone. If you are unable to do so try calling 1 855 4PUBLIC and entering your 10 digit phone number to get your account status.

If you get the message "we cannot find your phone number" then your account has been canceled and deactivated. If you get the message that your account is suspended then you need to make a manual top up payment to cover your plan and reactivate your service.

@benfatto , that wouldn’t apply in this situation. Old account is gone. They are after 90 days of non payment. Op knows that & stated “left the country for 6 months so canceled the phone plan, when we got back we bought a new sim and attempted to activate it but it will not accept payment”.

Edit: Unless I am misunderstanding something which happens often!