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My cs agent had sent a message and has now disappeared, do I start the process over?

I’ve rebooted multiple times in hopes it would eventually correct itself. I didn’t receive a sim card, I got an esim, which is a bit confusing since this is the first time I’ve ever heard of this 

How do I get my private messages? I’ve messaged but not sure if I’ve gotten a reply

I’ve tried but keeps saying error

Yes I’ve done both. They said it could take up to 5 hours and I was “given” a temp number but never received it. My phones been stuck in SOS since yesterday