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Helping set up a friend's phone. Thought a e sim would work. And we paid for the subscription. We have now found out we need a physical one. How do we cancel and restart the process?

Trying to help a friend set up new account on old phone  Needs new phone number can not get past create new account keeps going back to it  Can not even see about sim card etc  We have picked packaged , and create new account get e safe code and then...