Cant get code to switch to new sim

[LisaMarie10]

Hi my sim stopped working (tried in different unlocked phone same issue can text but cant receive) . I bought a new sim trying to input it and when I click my email it says oh no there's a problem logout and login again to conti ue 

[Korth]

The SIM card is an identity module, basically just a "key" which unlocks access. It either works perfectly or it doesn't, all or nothing, it can't in itself provide access to some service while denying access to other service. And replacing it won't fix anything since it's not the problem.

Just like a bank card won't let you access some of your money while denying access to the rest of your balance. A car key won't let you drive some of the engine while locking out the rest.

The problem must be located on the phone (software problem or bad radio hardware) or on the network (incompatible or just not working properly) or on the account (not allowing any more provisions). Software/app (mis)configuration issues, VoLTE-vs-HSPA issues (in certain regions like southern Manitoba), and simply using up all the available minutes on your plan seem like the most common possible causes.

Login to Self-Serve and confirm you have minutes available on plan. If they've run out then you have to purchase add-on minutes or live without phone minutes until your plan renews.

[darlicious]

@Anonymous 

Make sure you are aware of all ongoing issues as noted by @Dunkman  and @JK8  so that an OP doesn't waste a perfectly good SIM card and still has the same issue.😁

[LisaMarie10]

Thanks!

[Dunkman]

@LisaMarie10 

Agree with above.  Likely not s SIM card issue.  Many customers have not been able to receive texts or calls the last several days.  Try the suggestions above.  

However, if you are unable to access your self service account....

try a different browser, clear cache or incognito mode.  Different device might be helpful.  Wait about one hour in between attempts.

might need to reset your password:

https://selfserve.publicmobile.ca/forgot-password/

(Check your junk folder)

[JK8]

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@LisaMarie10 wrote:

Hi my sim stopped working (tried in different unlocked phone same issue can text but cant receive) . I bought a new sim trying to input it and when I click my email it says oh no there's a problem logout and login again to conti ue 

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It might not be a sim issue. There have been reports of customers unable to receive text or calls. I doubt it is a problem with your sim. Most likely a PM issue.

Put your old sim back in and try these:

1. Reset network settings and reboot.

2. Put preferred network to 3G and reboot.

If still no luck contact a CSA.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

[Anonymous · Accepted solution]

@LisaMarie10 

i suggest you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser,

how to clear cache and cookies in microsoft edge browser visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

How To Change Your SIM Card online

the SIM change functionality has been re-enabled in My Account, now with an additional security step: 2 factor authentication to further protect against SIM card fraud.In order to change the SIM card associated with your account, you must now verify your request through a one-time security code that will be sent via SMS or email.To change your SIM card, please follow the below steps:

1. Log into your My Account
2. Go to Plan and Add-Ons > Change SIM Card
3. Enter your new SIM card number
4. Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email, or via SMS to your phone number. If you do not have access to your phone or cannot receive SMS, please select the email option.
5. Check your email or phone for your security code, and input the code into the page
6. Click “Verify Code”

Please note: after 5 failed attempts to verify your security code, your account will be locked, and you will need to have your account unlocked and your SIM card manually updated by an agent by submitting a ticket link.

1. Once you have verified your code, click “submit” to complete your SIM card change, and you’re all set !!

and if still not fix it please you Have Contact To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

• you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck