Changing SIM #

[Chelloello_]

Hey y'all,

Everytime I try changing my SIM # under my account and submit the new #, it doesn't update it.

I've tried at least 10x.

HELP!

[Chelloello_]

THANK YOU TO EVERYONE!

you resolved my headache, I should of jumped on here wayyyy earlier. I appreciate all y'all's help 💖

Have a blessed and beautiful day! 

[Chelloello_]

Desktop site was the solution, thank you so much!! 

[Handy1]

@Chelloello_  As @hTideGnow  mentioned already you need to do this on a computer phone won’t work it’s a known issue .. so if you don’t have a computer you can ask support to help you with it 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[Chelloello_]

Whoops, sorry this is my first post... I am trying incognito mode now... Fingers crossed!! 

[Chelloello_]

As I don't have a desktop, praying a desktop browser will work... Google chrome is what you mean yes? 

[Chelloello_]

Trying that now! Thank you! 🙂

[Chelloello_]

I am in the active status but am trying to find where to submit a ticket.... No luck.... I just paid my bill so I'm seriously getting frustrated.

I appreciate your help  though 🙂

[hTideGnow]

Hi @Chelloello_ 

you need to use a desktop or laptop to go to that part of the My account site and make sim card change, for some reasons, it does not work if you use your phone 

[Meow · Accepted solution]

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

[esjliv]

@Chelloello_ - are you in lost/stolen status now? Or suspended or Active?

Get you account in Active status then try again.

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/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

[dust2dust]

Are you trying on a mobile browser? Try to use a non-mobile browser. I'm not sure desktop mode on a mobile browser would work either but you could try that.