Msg - Your SIM card is already in use

[gcam77]

New account activation. Brand new phone. I was trying to complete my activation but I put my SIM card in before they told me to. Now I get stuck at a message which says  "Your SIM card is already in use" even though I have taken my SIM card out of the device.  Now I'm stuck and can't move forward with activation.

[gcam77]

Thank you for posting that link. I would have been at a dead end without it.

[slusagm]

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@gcam77 wrote:

Now the public mobile website gives me an error message that says "Forbidden A1"and I can't even contact support at all.  Completely stuck. 

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it's not that bad, PM can help (although the community cannot help much at this point), you just need to message support
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[gcam77]

Now the public mobile website gives me an error message that says "Forbidden A1"and I can't even contact support at all.  Completely stuck. 

[RavingRaven]

@gcam77 

Likely another customer activated their Public Mobile account making a typo that happens to be your Sim card # since they are sequential. They wouldn't have service on their Sim card either as it would still be a new unactivated Public Mobile sim card.

Once they contact customer support and an agent figures out to compare the Sim card # to the Sim card # recently activated in the account the easiest solution for that customer is a Sim swap.

Unfortunately for you that will immediately deactivate the Sim card in your possession....thus the message.

Contact customer support using the chat bubble for the chatbot or use the link to send a private message. Supply your order #, email and shipping address and explain your circumstances.

If you have a corporate Telus or Koodo store nearby or a Mobile Klinik  call ahead to ensure they have a Public Mobile Sim card in stock. Ask the agent to credit your account the cost of the replacement Sim card.

Or if you have an e-sim option in your device you could go that route. Or Amazon if you have prime. Or Public Mobile can send you a free replacement but that's the least favourable choice given the highly variable shipping times.

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

[gcam77]

No, there is no service on my phone yet.
How can the SIM card have been used before? It just arrived brand new.

[gcam77]

How do I check if the Public Mobile service is working?   If you mean, on my phone, then no, there is no service on my phone.  How could my SIM card have been used before when it appeared to be brand new and just arrived in the mail?  Do they recycle them or something?  I"m still stuck at the same place.

[computergeek541]

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@gcam77 wrote:

New account activation. Brand new phone. I was trying to complete my activation but I put my SIM card in before they told me to. Now I get stuck at a message which says  "Your SIM card is already in use" even though I have taken my SIM card out of the device.  Now I'm stuck and can't move forward with activation.

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Putting the SIM card in before activating it shouldn't make any difference.  Since the activation systems aren't accepting the SIM card number, this means that the SIM card has been used before.  Check if the Public Mobile service is working.