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New SIM card, cant use old number or access My Service account

Great Neighbour / Super Voisin

Had to purchase a new sim card and when I try to log into My Service account it says "this page no longer exists" or something along those lines. I tried activating the SIM card and using my current number and email account but its says it already in use. Any way to get my old account back and keep my current number?


Mayor / Maire

HI @gtkulas   the page no longer exists?  


are you tryig to login to My Account?  Try again using Incognito/Private/Secret mode 

Town Hero / Héro de la Ville

@gtkulas We're assuming your account didn't get suspended and after 90 days deleted.  That would be a reason the account wouldn't exist.  If this is the case your account was deleted and the number probably reallocated.  If you're sure the account should be OK, suggest you use incognito/in private browsing on a desktop browser and try logging in again.  

Mayor / Maire

@gtkulas   first, don't go to the activation portal to "activate" it


Instead, you need to login to My Account ( )and then make a Change sim card request.  You need to do this on a laptop or desktop computer becaue there is a glitch if you do it on mobile phone or tablet.  Once you are logged into check Change sim card from the Quick Link on the top right


Just in case you have problem accessing your My Account, you can try reset password there, or open ticket with PM support to reset the password for you