Lost Sim / no account

[nicolebrown44]

Hi 

I've had my sim card stolen and apparently have no linked account to that sim, even though I set up auto pay online once upon a time. 

I need to cancel this payment and ideally order a new sim for that number. 

Thank you 

[JK8]

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@Joeywang wrote:

l lost my phone with the sim card in it and I didn't set up a self serve account. what can I do now?

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Choose chat bubble in lower right hand corner and contact a moderator.

In the meantime purchase a new sim card. When you eventually get into your account you can choose Change Sim Card and then put that sim card into your new phone.

[Joeywang]

l lost my phone with the sim card in it and I didn't set up a self serve account. what can I do now?

[popping]

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@geopublic wrote:

@nicolebrown44  You need to be able to verify that you are the account holder. If you can't then just cancel your credit card. 

If you know your account's PIN there is a way to disable AutoPay.

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@nicolebrown44 

Don't know your pin?--provide any 3 of the following to proof that you are the account owner:
- Complete mailing address,
- Email address,
- Alternate phone number,
- Date of birth,
- Last top up date & amount

[popping]

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@nicolebrown44 wrote:

Hi 

I've had my sim card stolen and apparently have no linked account to that sim, even though I set up auto pay online once upon a time. 

I need to cancel this payment and ideally order a new sim for that number. 

Thank you 

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We need more info about your account.

Check you cc online.  When was the last time PM took money out from your cc?

If it is within 30 days, your account is still active.

Create a moderator support ticket for help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.
Good luck.

If it is more than 120 days, your account may be can canceled. 

- 30 days from your last payment, your account will be suspended

- 90 days after suspension, your account will be canceled.

- This is the reason for the 120 days.

Since you account was canceled, you cannot get your old account back.  Buy a new SIM card and activate a new account using a new email address.

Ask if you have question.

[geopublic]

@nicolebrown44  You need to be able to verify that you are the account holder. If you can't then just cancel your credit card. 

If you know your account's PIN there is a way to disable AutoPay.

[PAULRANG18]

It seems this account was closed or suspended and not reactivated. A new sim will be needed to open another account. Vague details provided.

[gblackma]

@nicolebrown44 Contact a moderator and explain your situation . Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon . Type moderator and follow the prompts to get to one . ( CLICK on account specific question and human and submit a ticket)

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@nicolebrown44 wrote:

Hi 

I've had my sim card stolen and apparently have no linked account to that sim, even though I set up auto pay online once upon a time. 

I need to cancel this payment and ideally order a new sim for that number. 

Thank you 

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[LovesToPM · Accepted solution]

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@nicolebrown44 wrote:

Hi 

I've had my sim card stolen and apparently have no linked account to that sim, even though I set up auto pay online once upon a time. 

I need to cancel this payment and ideally order a new sim for that number. 

Thank you 

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If you remember your account user (your email address), you can try resetting the password.

You'll have to contact Moderators for help so you can access your self-serve account.

To submit a ticket to Moderators: Click the green question mark at bottom and enter your question into SIMon. Answer the prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear.

If you encounter problems with submitting a ticket, you can send a private message to Moderators, but this alternate contact method may have longer response time.

[hairbag1]

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@nicolebrown44 wrote:

Hi 

I've had my sim card stolen and apparently have no linked account to that sim, even though I set up auto pay online once upon a time. 

I need to cancel this payment and ideally order a new sim for that number. 

Thank you 

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If it's been longer than 90 days since the last renewal expired, that account has already been closed down for good. You'll need a new sim card and start over with a new account and a different email address.

[Triguy]

To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..