New customer

[Emily2012]

Signed up yesterday for the monthly plan for $23 per month. Completed the activation on my device today and when I go to make outgoing or incoming calls, when you answer the call goes to “your call cannot be completed, please call 611 “ or something similar. When I phone 611 it says the account balance is $0. 
not really understanding what to do here. I made a $23 payment when activating so that should be the first months service

[Phil_Adelphus]

@Emily2012   incoming and outgoing calls work on it so I’m assuming it is

Earlier you said that calls were not working?  If this is just a billing issue then open a ticket with customer support at the chat icon bottom right of this page as suggested earlier.

[Emily2012]

I believe it is the XR. 
incoming and outgoing calls work on it so I’m assuming it is. 
double bills for service tho 

[Chalupa_Batman]

Hey @Emily2012 

As per @Phil_Adelphus the X doesn't not have eSIM support. You will need a physical SIM card.

You can pick one up from Amazon for about $4.99.

[Phil_Adelphus]

@Emily2012   Is this the plain iPhone X, or one of the later ones like XS or XR?  The iPhone X does not support esim.

[Emily2012]

Currently with an Esim on an iPhone X. 
shows a payment was posted to the credit card on Aug 8 for $24 with tax. During the signup that payment does not show in history and I was asked to pay again as the service was on hold 

[Phil_Adelphus]

@Emily2012   There is no support number to call, customer service is all online.  If you need to contact an agent then open a ticket using the chat icon bottom right of this page.  You can also explain your problem here in the community (don't include personal info as it's a public web page) and we may be able to help.

[Chalupa_Batman]

Hey @Emily2012 

Have you tried rebooting your phone? Have you tried your SIM card in a different phone? Sometimes the SIM card needs a swift kick in the butt. Did you port over from another service provider? If so, does their SIM card still work in your phone or is it SOS?

[Emily2012]

Going to follow this as I would also like a physical phone number to contact support as well!!