Urgent help needed

[Dolphin11]

Hello, I went online to set up a new account for my son. I entered the sim number and payment information. It did not ask me for his email address or information and once the payment was entered it sent me an email thanking me for the payment.

it then gave a QR code to download the information so I did that. At that point I entered his information and it asked me for the sim and credit card again. Why is it doing this? How do I complete the set up, as payment has already been made?

[softech]

@Dolphin11  i wonder if the email you using to login Community now (for Dolphin11) was linked up correctly to your old My Account.  It probably wasn't link to any account and hence allows you to activate your son's account

let us know what support finds out

[Dolphin11]

I know I made a mistake. I’m hoping customer service can help sort this out, as I don’t want to lose my current account just create another one using my son’s email address.

[Dolphin11]

I have contacted them. Waiting for their help in sorting this out.

[ShawnC13]

@Dolphin11 hearing you went online could be the issue.  New SIMS are to be activated through the app.  I was just asking this same question to the other Oracles tonight as I have someone wanting to join this week.

[BKNS27 · Accepted solution]

@Dolphin11 

That is strange, PM will not allow 2 accounts on 1 email address.

You should contact a CS_Agent to have this corrected to avoid future issues.

[Handy1]

@Dolphin11  Please message support to get fixed . you shouldn’t have to pay again 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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