Change SIM not working

[Freaknugget]

Had to replace SIM but when I try to change it under my profile the page just seems to refresh and no change is made.

[rickersilken]

Try restarting your phone? 

[softech]

@Freaknugget   you were trying it on a mobile phone?

it is a known issue that it does not work on mobile phone (problem with the mobile site)

Please try it again on a Desktop or Laptop (so it will load the full site and not the mobile site) and it will work that way

[Yummy]

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

[Handy1]

@Freaknugget @Do you have a pc to do it on instead of mobile device and try in incognito mode private mode there are cache issues 

[Freaknugget]

I've tried chrome and duck duck go I had a feeling the later wouldn't work but not sure why chrome would have issues  

[esjliv · Accepted solution]

@Freaknugget - have you listed your account into lost/stolen status?

IF so, go back and resume/reactive it first. Then log out, then log back in. Can you now do the SIM SWAP?

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

EDIT: before going to CSA, also try doing this through a tab in incognito mode, perhaps some cache issues going on.

[dabr]

@Freaknugget   Are you logging in with incognito/private mode for the browser?  Also try another browser if needed or always clear your cookies and cache because PM's website has a terrible issues with caching.