My new SIM card is not working

[jimbouch1]

I have been using my Samsung cell in Mexico for 6 months.  Now I am back in Canada and ordered and registered your SIM card.  I  replaced the card in my cell and it is nor working.  I don't know what I am doing wrong.

Thank you

Have a great day

[BKNS27]

@jimbouch1 

Did you have an Activated account 6 months ago?

Or are you a new PM customer with a new SIM?

[dabr]

@jimbouch1    Did you make regular payments to your PM account to keep it active or at least paid within the 90 days of suspension?   If you didn't make any payments during your six months stay in Mexico, your PM account and number would be deactivated after 90 days of suspension without payment.  That would mean you need to start afresh and need to reactivate a new account with a new number. 

If the SIM you're trying hasn't been activated yet, then you can start the process of getting a new account/number  with this link:   https://activate.publicmobile.ca/

Your other option is to ask for assistance from customer support by submitting a ticket via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[hTideGnow]

HI @jimbouch1 did you try your PM sim card in another phone?

did you check My Account and see if your account is active?

Do you have another SIM card to try on your Samsung phone?   And any error message you got from the phone?

[JL9]

Is this your first time with PM and a brand new activation not looking at just changing the sim from an existing account? 

[iliketotalk]

@jimbouch1 Samsung phones have a habit of locking to the last sim in your phone,contact Samsung online help to ask for a master unlock code

[dust2dust]

How did you register the sim card?

Did you keep paying your account all the while? Were you able to login? Is your account active? When you turn on the phone do you get any message?