SIM did not work

[Sumz]

Helping my friend become a public mobile customer.  In the process the eSIM did not work and we ordered a physical Sim, which in fact did work. however, she now has two accounts. Can’t get to the first one to cancel it and get a refund on the original payment. Unable to submit a ticket. Keep getting an error even on my phone.

[JRod · Accepted solution]

@Sumz 

Hello! 

Please click this link below to message customer service to explain the situation, simply switching from eSIM to physical SIM could have been handled by customer service and they could have prevented the double charge. Hopefully they can do something for you here. 

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[Chalupa_Batman]

Hi @Sumz 

Click on this link to submit a ticket.

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

Keep an eye on the top right corner.

[softech]

@Sumz you should have simply buy the physical sim and ask support to change it in the original account. But it is not too late, support can sort out the 2 accounts. Please message them:

                 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