sim card doesn't work

[cathy_mcd]

Hi,

How long does it take to get a message back from the support team? 

Thanks

[softech]

@cathy_mcd usually within 2 hours

was it a physical sim or eSIM?

what error you got?

if physical, try putting it on another phone , or at least try to reesat the sim with a reboot 

[HALIMACS]

@cathy_mcd 

usually it’s anywhere from 30 minutes to a couple of hours

If it’s been longer than four hours, submit another ticket for support

To contact a Customer Support Agent, there are 2 methods: ( use option #2 )

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.