Replacement SIM activation/won't activate

[heatherchambo]

hey there - i am switching to a different phone and so ordered a physical sim card (after using an esim for years) but when i go to activate the number on the back of the card sent to me (the SIM card#) both the app and the website tell me that the number is "not valid". do i just have to pay for ANOTHER $10 SIM card and hope that one is ok?? or are there other troubleshooting options?

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[heatherchambo]

i have logged in both on my phone as well as in a web browser (separately) to try and update the SIM number (since this new physical SIM is a different number than my previous eSIM) and this is where i am running into the "number not valid" issue.

[softech]

@heatherchambo 

you don't try to activate again, but you just need to login using the same  username and password and go to Profile or Account page to change sim 

if you cannot login for any reason, ask PM CS agent to help

please open ticket with PM support

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there