Change SIMCard- Invalid SIM

[IIIBarsV]

Hi, I already have an account and my old phone and old SIM were recently irreparably damaged.

I bought a replacement SIM at Walmart today for my new unlocked phone and it is reading as "Invalid SIM" in the Change SIM Card section of my self-serve account. It's been around 3-4 hours, multiple attempts/different browsers and still saying Invalid. 

[IIIBarsV]

Solved thanks to CS Edith!

[IIIBarsV]

It was a flat out SIM purchase, $10. He asked and we discussed it so he knew there was no account being activated with this. He just had a hold of the thing longer than simply folding it up and handing it over, so I thought he was turning it on with the purchase. 

I've submitted a ticket currently.

[esjliv]

---

@IIIBarsV wrote:

And it was purchased today at Walmart and the cashier had it activating or whatever but not on a new plan because I told him I already have an account. 

---

@IIIBarsV 

Oh, wait a second, did the cashier say the word 'activated' or "activating"?

What were you charged for the SIM card? I hope they didn't activate a new account with it.

It should have been a straight up SIM purchase, NOT a SIM activation.

[esjliv]

---

@IIIBarsV wrote:

No solution! How do I undo that now? 

I got the SIM number off the SIM chip itself. 

---

@IIIBarsV to remove the solution go to the 3 dots of your original post and remove the solution you chose.

Submit a ticket with CSA to help you swap your SIM card.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[Anonymous]

@IIIBarsV 

visit Here link , to see the SIM card number is like that 891223000287483291 

you have to enter it...

[IIIBarsV]

And it was purchased today at Walmart and the cashier had it activating or whatever but not on a new plan because I told him I already have an account. 

[IIIBarsV]

No solution! How do I undo that now? 

I got the SIM number off the SIM chip itself. 

[esjliv · Accepted solution]

---

@IIIBarsV wrote:

Browser updated, incognito, different browser... checked the number... phone is brand new purchased unlocked. 

This is what I get: 

 

---

Hi @IIIBarsV 

Okay, I am going to ask the obvious question...did you enter it correctly?

I know the cardboard case the SIM card comes in has a sku on it that looks like a SIM card number, but that is not the correct number to use.

Just making sure this was not the number being entered by mistake .... it happens.

EDIT:

ALSO, where did you get the SIM card from?

SIM cards cannot be reused, so once a SIM card is swapped out for any reason or was on an account that permanently closed, you cannot re-use that SIM card.

[IIIBarsV]

Browser updated, incognito, different browser... checked the number... phone is brand new purchased unlocked. 

This is what I get: 

 

[esjliv]

---

@IIIBarsV wrote:

Hi, I already have an account and my old phone and old SIM were recently irreparably damaged.

I bought a replacement SIM at Walmart today for my new unlocked phone and it is reading as "Invalid SIM" in the Change SIM Card section of my self-serve account. It's been around 3-4 hours, multiple attempts/different browsers and still saying Invalid. 

---

Hi @IIIBarsV 

If you performed the SIM SWAP on your Self Serve this should get you going...

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot                                                            

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

You sure your phone is unlocked?

In general, you can go to Settings > Connections > Mobile Networks > Network Operators and tap Search Now to see if the names of other carriers come up.

If multiple carrier names show up, your phone might be unlocked. This method works a lot of the time but is not always 100% accurate.

You could try your SIM into another phone and see if it works also, to test.

[Anonymous]

@IIIBarsV 

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

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 !!