topic Unable to get information about a second simcard in Get Support

Unable to get information about a second simcard

KareemS — Mon, 30 Jun 2025 14:43:03 GMT

Hello, I purchased and setup a second simcard for my mother who was visiting around October 2024. She left Canada and was not using the simcard since November 2024. I'm able to get back into her account, but she cannot register the old simcard, and it's not being picked up by her phone, which states SOS only. How do I ensure that I'm no longer paying for this simcard, and that the phone number is properly deactivated? Has everything already been deactivated?

Re: Unable to get information about a second simcard

hairbag1 — Mon, 30 Jun 2025 14:45:30 GMT

@KareemS

you can click the orange chat bubble (bottom right side of page) to start process of Customer Support to scrub that old account information.

Re: Unable to get information about a second simcard

KareemS — Mon, 30 Jun 2025 14:50:06 GMT

The instructions given by this chatbot do not align with the situation. I cannot get anywhere in my account, as the only option is to select a simcard. This is despite the fact that the account has existed since October, and is the same account used with the simcard. I cannot re-register the simcard since it states that it is already in use.

Re: Unable to get information about a second simcard

KareemS — Mon, 30 Jun 2025 14:51:41 GMT

And actually now, attempting to go through the website instead of the app gives me an Invalid SIM error when entering the old simcard number.

Re: Unable to get information about a second simcard

Chalupa_Batman — Mon, 30 Jun 2025 14:51:48 GMT

@KareemS wrote:
Hello, I purchased and setup a second simcard for my mother who was visiting around October 2024. She left Canada and was not using the simcard since November 2024. I'm able to get back into her account, but she cannot register the old simcard, and it's not being picked up by her phone, which states SOS only. How do I ensure that I'm no longer paying for this simcard, and that the phone number is properly deactivated? Has everything already been deactivated?

Hello @KareemS

As you've stated that she hasn't used the account since November of 2024, this means it has passed the 90 day limit of keeping the account/phone number. The SIM card is no longer valid and you will require a new one. If you were paying for this account, you can confirm payments though this link here.

https://myaccount.publicmobile.ca/en/account/payment/payment-history

However, if you've been paying for it all this time then the SIM card or phone should still be active. If it's showing SOS, then the account is no longer active.

Re: Unable to get information about a second simcard

hairbag1 — Mon, 30 Jun 2025 14:55:38 GMT

@KareemS

just keep an eye on the payment card account to make sure no further $$ are used to pay that old number.

Re: Unable to get information about a second simcard

KareemS — Mon, 30 Jun 2025 14:55:49 GMT

I don't think I was paying for the account unless I put it on a card that I don't remember. Only my Public Mobile payment history is on my card. That being said. I want to be able to confirm that this sim card is deactivated and no payments are going through. How do I do this? Everyone wants me to use an account that seems to have reset itself. The account is literally only giving me the option to Select a SIM.

Re: Unable to get information about a second simcard

hairbag1 — Mon, 30 Jun 2025 14:57:47 GMT

@KareemS wrote:
I don't think I was paying for the account unless I put it on a card that I don't remember. Only my Public Mobile payment history is on my card. That being said. I want to be able to confirm that this sim card is deactivated and no payments are going through. How do I do this? Everyone wants me to use an account that seems to have reset itself. The account is literally only giving me the option to Select a SIM.

Use this link to message Customer Support if the other suggestion didn't work...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to get information about a second simcard

KareemS — Mon, 30 Jun 2025 15:05:22 GMT

Thanks, I was able to confirm it through this.

Re: Unable to get information about a second simcard

Chalupa_Batman — Mon, 30 Jun 2025 15:06:21 GMT

@KareemS wrote:
I don't think I was paying for the account unless I put it on a card that I don't remember. Only my Public Mobile payment history is on my card. That being said. I want to be able to confirm that this sim card is deactivated and no payments are going through. How do I do this? Everyone wants me to use an account that seems to have reset itself. The account is literally only giving me the option to Select a SIM.

There are you clear answers you've said so far in this thread.

1. When you enter the SIM card into the phone it reads SOS. - Account is not active, therefore you're not paying.

2. Account wants you to select a SIM card. That tells you there is no active SIM card for the account so there is no ability to charge.

If you only see your phone bill on your credit card and don't see hers, there's actually your 3rd answer. 🙂