Swap SIM Card

[lenstokes]

My wife has lost her sim Card while on vacation and has purchased a new one. She has attempted to activate the new sim using her existing phone number but the systems does not allow this.

Any suggestions? 

[lenstokes]

Thanks

[lenstokes]

Thanks.  Her phone is now working

[hycm53 · Accepted solution]

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@lenstokes wrote:

My wife has lost her sim Card while on vacation and has purchased a new one. She has attempted to activate the new sim using her existing phone number but the systems does not allow this.

Any suggestions? 

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She doesn't need to activated new sim card, just login her account and change sim card number to the new one. Since PM website has caches issue, so clear caches , cookies then using computer and private or incognito mode browser to login. For some mysteriously reasons, mobile device some times hard to login, so don't use mobile device to login.

[hTideGnow]

hi @lenstokes you don't go to Activate sim card. Login to My Account using a computer and go to Profile page and change sim card there 

[softech]

@lenstokes were you using Mobile phone to make the change sim card?

Please go to My Account from ONLY a desktop or laptop computer to request Change Sim card (please note that due to some glitches, accessing change sim care from mobile phone or tablet won't work)