CC charged/ no SIM — billing question

[Lola_rabbit]

Hi, I’m a new user.  I signed up on January 25, 2026 and my credit card was charged, but I still haven’t received my SIM card. Haven’t been able to activate a phone number or use any services.

Questions:

1. Since I was charged but haven’t activated service, am I losing days while waiting for the SIM?
2. Will my billing be adjusted so the plan starts from the activation date instead of January 25?
3. How long does it typically take for a SIM card to arrive?
4. Can/should I switch to an eSIM instead now instead?
5. I tried to contact customer service, but it asks me to log in. After logging in, the only option available is an “Activate” button, but I don’t have a SIM card to activate. How can I reach support in this situation?

Thank you kindly,

[Lola_rabbit]

Thank you so much, I just sent them a message. It’s wonderful I’m getting help from so many. My first thought when I couldn’t bypass that robot to contact customer support was omg what did I get myself in to… lol.. Thank you once more. 

[Lola_rabbit]

Thank you for confirmation. That is comforting to hear. I switched over so I could save money and I was afraid I was being charged ahead of time before I could use any service. 

[slusagm · Accepted solution]

1. you won't lose days.  The cycle start when you receive the card and use the app to complete the activation

2. yes, it will adjust to when you activate the sim card

3, a week to 3 weeks depends

4. not at the moment

5.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[hTideGnow]

hi @Lola_rabbit 

  Sim card delivery can be 3 days to 3 weeks here

But best to ask PM support agent for status update, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

Better to ask if you can pickup another one from a nearby Telus or Koodo store instead of wait longer to have them resend a new one

[computergeek541]

Your plan starts when you've confirmed that you've recieved the SIM card and the activation has been completed.  The SIM card should arrive within 2 weeks.