SIM order can take 1 to 3 weeks.
But since you waited this long already, you can confirm with PM and make sure they have fulfilled the order, or ask them to either resend another one, or arrange for getting another one in person from a local Telus, or Koodo store and then reimburse you the cost
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
