Invalid sim card

[Tammy333]

• My mom account say she have invalid sim card and she try to launch a ticket and she is not able to. Please advise next action

[EB0]

@Tammy333

If this is a new account, the SIM card needs to be activated before it can be used 

If this is an old account, and the SIM used to work, and now it says invalid sim, assuming you are still having an active account, you need to try it in another phone to make sure it’s the SIM not the phone.

if SIM is not functioning or invalid, you need to order a new one and replace the SIM number on the account.

[BKNS27]

@Tammy333 

Did she recently purchase the SIM from a Telus/Koodo store or from PM?

Or is it the existing SIM in her phone?

[eddieO]

@Tammy333, can you try taking the SIM card out and re-inserting into the phone to see if it works. If that does not work can you try her SIM card in another device to see if the same message is coming up? If you are still having issues you should contact a CS_agent by clicking on the orange round circle in the bottom right corner and typing: Customer Support Agent