Stuck at Line Activation: SIM Card Already in Use Error – Need Moderator Help

[J_Vercetti]

Hi,

I have been struggling for the life of me to activate my line. I couldn’t use my line for a long time, and now that I have a new phone, I'm stuck at the "activate your line" step. My new phone uses an eSIM, but my old phone still has my physical SIM card. When I try to type in my SIM card number during the setup, it says "your SIM card is already in use," and it won’t allow me to move forward to the point where I can purchase an eSIM.

When I reach step 5 of 6 — "Set up Number" — it requires me to link my SIM card. However, when I enter the information, it says the SIM card is already in use. There may be a glitch somewhere because I cannot get past this step.

I believe this might be a moderator-level issue since it probably requires a back-end operation that only they can handle. I’m not sure how to reach them, though, and any help would be greatly appreciated.

Thank you!

[hTideGnow]

hi @J_Vercetti when was the old account last used or last paid?? account not paid for over 90 days would be closed. 

if the account was closed due to suspended for 90 days, you lose your phone number and you have to create a new account with a new sim card

if your account was suspended for less than 90 days and you just cannot login , then ask PM to sort it out for you 

you can submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[J_Vercetti]

I am not trying to make a new account, just relocate my old one to the new device

[Phil_Adelphus]

@J_Vercetti   Are you trying to set up a new account with the new phone rather than log in to the existing account with the physical sim and change that to esim?  How long was the original account unpaid?

[computergeek541]

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@J_Vercetti wrote:

I have been struggling for the life of me to activate my line. I couldn’t use my line for a long time, and now that I have a new phone, I'm stuck at the "activate your line" step. My new phone uses an eSIM, but my old phone still has my physical SIM card. When I try to type in my SIM card number during the setup, it says "your SIM card is already in use," and it won’t allow me to move forward to the point where I can purchase an eSIM.

When I reach step 5 of 6 — "Set up Number" — it requires me to link my SIM card. However, when I enter the information, it says the SIM card is already in use. There may be a glitch somewhere because I cannot get past this step.

I believe this might be a moderator-level issue since it probably requires a back-end operation that only they can handle. I’m not sure how to reach them, though, and any help would be greatly appreciated.

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SIM cards are reusable.   Was it used before?  It's also possible that someone else mistakenly activated that SIM card. Either way, you'll need a new SIM card.