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Invalid SIM number when changing sim cards

KyleG
Good Citizen / Bon Citoyen

So I'm trying to change SIM cards on behalf of my father who lost his phone with his SIM card. He's located abroad so I had to ship him the sim card that I got. Once I shipped to him, he sent me a pic of the sim card number. I went to his account > change sim card number and put in the code and I thought it worked, but days later he notified saying it wasn't working. I checked his account again and the last 4 digits was still his old sim card number. Now every time I try to activate the sim number again, it's giving me a invalid SIM card error. I triple checked to make sure it was the right number and it was. I'm hoping someone has any suggestions because I don't wanna have to get another sim card and ship it all the way to him again. Thank you

1 ACCEPTED SOLUTION

Accepted Solutions

darlicious
Mayor / Maire

@KyleG 

So your mom is with your dad to send you the code? Regardless it sounds like your sim card didn't provision to the account properly or much more unlikely is a dud sim card. Either way you will have to contact customer support to reprovision the sim card to see if that will work.

 

 

 

 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

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20 REPLIES 20

0PX9O4
Deputy Mayor / Adjoint au Maire

@KyleG 

 

That sounds odd. Please get in touch with CS_Agent by private message so they can help you resolve the issue.

darlicious
Mayor / Maire

You have to verify using 2FA thru text or email before the sim card will officially swap. If you can't do it either of those ways you can contact customer support and verify the account and have a CSA swap the sim cards.

 

 

 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Meow
Mayor / Maire

Somebody more knowledgeable will definitely provide sound advice but I am just wondering why he needed SIM card at all being abroad (unless he is in US) as PM service is available in Canada and US (with add-ons) only?

KyleG
Good Citizen / Bon Citoyen

I think he was in Toronto at the time when he tried it, but it still didn't work. The sim card didn't seem to change over probably because I already attempted to activate the new sim card but it's not showing as the new sim number. I think maybe something might have glitched in the process, not sure

I'm with Meow. Why are you shipping it. And I'm with darlicious, do you have access to the registered email inbox?

darlicious
Mayor / Maire

@KyleG 

Uh oh....like you activated a new plan? With the new sim card?

 

 

 

 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

KyleG
Good Citizen / Bon Citoyen

I'm shipping it because he is abroad and can't return home at the moment. I did activate the sim card the first time with the 2fa from my mother's phone which was the number it went to, she gave me the code and I put it in, and it said it was successful, but for some reason, it still didn't seem to change over to the new sim number when I look under change sim number on my fathers account. 

KyleG
Good Citizen / Bon Citoyen

I didn't activate a new plan, I just went through his public mobile account, went to change sim card, did the 2fa code and all that, and thought it was done, but it didn't seem to change over to the new sim number, now that I try again, it's invalid. I think it maybe from me trying to activate it already and now that it didn't change over, it won't let me again

z10user4
Mayor / Maire

 @KyleG : Activate is a keyword around here. Did you activate an account and pay and all? Or were you in his account using the Change SIM function?

If HE can access his email then he could give you code to verify.