New SIM card error reads "Please enter a valid SIM number."

[NikPernicka]

Brand new card, new-to-me phone. Cannot activiate it. "Please enter a valid SIM number."
Ideas? The 'bot is not helpful.

[NikPernicka]

Sorry for the hassle, everyone. I appreciate all the suggestions.

I called the store, and they informed me that the SIM card was activated; hence the "error". I just needed to create the account.

Again, thank-you for your solutions.

[darlicious · Accepted solution]

@NikPernicka 

It's possible that another customer made an inputting error and by chance activated your SIM card. (Or it could be a dud?) Try once more and if you get the same result contact customer support. They can confirm if it's been previously activated (have you tried it in your phone?) If it's unusable you can arrange for a credit on your account once you purchase a new sim card at a local retailer and activate.

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

Or if you prefer or cannot submit a support ticket you may send a private messsage. Click here 

To pre-verify add in your private messaging only your full name, address, email, phone # & 4 digit account pin #

[BKNS27]

@NikPernicka 

Where did you purchase the SIM from?

From PM or a retailer?

[JK8]

@NikPernicka 

If it does not work in the morning try the live chat for activations tomorrow:

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

If that fails contact a CS Agent for assistance: (Second option below is easiest)

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

[NikPernicka]

Cleared history. Tried a new private window. Tried Chrome. And then Edge. Still the same error. Going to try again in the morning; if that fails, going to try get my money back. I don't have time for this.

[JK8]

@NikPernicka 

Also check your credit card. If it was charged then your sim is activated. Put sim in phone and reboot. If credit card not charged try activating again.

[NikPernicka]

Thank-you. Will try again.

[JK8]

@NikPernicka 

Clear your browser cache/history and open a new window in incognito. Try chrome and then edge.