topic SIM card missing in Get Support

SIM card missing

Sandro_Martini — Tue, 03 Feb 2026 20:31:20 GMT

I bought two SIM cards online (my wife and I) but only one arrived. It's been two weeks and now I'm pretty sure they forgot. There was an option to resend but I'm not finding that anymore. Does anybody know what can I do?

Re: SIM card missing

Dunkman — Tue, 03 Feb 2026 15:31:45 GMT

@Sandro_Martini

You should have received both by now. Maybe one SIM card got lost in the mail.

You will need to contact customer service agent:

Send a ticket via the chatbot to customer service agent (CSA) via link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

It will take up to another 2 weeks to send another SIM card. If you need service right away, you could consider purchasing a SIM card at a Telus or Koodo corporate store for $10. Keep the receipt and submit to CSA for account credit. Amazon also sells SIM card for $4.99 with prime shipping.

Re: SIM card missing

Sansan — Tue, 03 Feb 2026 15:32:56 GMT

Hi,

SIM cards can take between 2-3 weeks to arrive. If you think thats about the time you can message them and ask.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or you can wait a few more days. You can also inquire at any local Telus umbrella stores to see if they have and purchase one and message agents to change it in your account.