Received SIM card

[JenPat12]

My phone was not compatible to an eSIM so i had to order a SIM.  I received it and i put it in my phone but it says it's not compatible.   I'm thinking i have to somehow enter my SIM number somewhere, but my account won't let me 

any help would be great

[JenPat12]

ok thank you so much 

[hairbag1]

@JenPat12 

tap that orange chat bubble on lower right side of page to start the process to get Customer Support to help. Watch the Community inbox will be highlighted when they respond to your request.

[slusagm · Accepted solution]

what was the exact error?  there won't be any compatibility issue with PM sim card.  You should just see SOS at this time as you have not enter the sim card number

you will need to ask PM to change the sim type and update the number for you

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[JenPat12]

No used my computer to login and i have used my phone and both ways have me locked on payment page..  there is not option for an account tab

[hairbag1]

@JenPat12 

using the app, log in to your account > tap the Account tab (bottom of page)...then scroll to find Change Your SIM Card. In there, you'll enter your 19 digit SIM number..then save.