Invalid phone number

[Danny14]

Long story trying to get wife's SIM card activated - for whatever reason  at step 5 of the process it says SIM card is already in use and will not let her continue to put her phone number in (coming over from Telus). Everytime she logs into the app it takes her right to activate SIM card and no other options.

We bought a new SIM card in hopes that would work but then it says phone number is invalid!!!

Any suggestions- moderators can't  help me help her for security reasons but she can't get to support on her app or website as it ALWAYS tells her to activate SIM.

[softech]

@Danny14 the error about invalid number you got now is because when she activated earlier when getting the sim card error, the porting request was already submitted

You need agent to update the sim card number for you and either release the earlier porting request or put in the porting request for you.  Again, you need to open ticket with them by direct message using my link above

[Danny14]

Yes using app to activate. No when she was activating the SIM card the first time, it said SIM card already in use - think maybe she switched the SIM card from Telus to PM before she should have (maybe that caused issues?). Anyways it's stuck on activate SIM card and just says already in use.

Bought new SIM card tried it then the invalid phone number message comes up. Can PM get our new card to work with her old number?

[Handy1]

@Danny14  You can submit ticket using this direct link 

send a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[softech]

@Danny14 have you message agent yet?

And you were using the app the activate?? you got the Invalid Phone number error on your first attempt to enter porting info?? Usually that error indicates a porting request was already submitted and pending, could be from your previous attempts.  Please message support and have them to confirm

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Danny14]

Trying to get her account from being stuck on activation page to contact support through her account. Haven't  been able to yet 

[hTideGnow]

HI @Danny14 

you might need PM agent to help to switch to the new sim card and help to complete the activation,  please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437  

[Handy1]

@Danny14  did you let support know you have a new SIM card ? Can they not SIM card  swap the number for you . So you can finish the activation 

[Danny14]

Did it twice, didnt work

[Handy1]

@Danny14  Try to un install  the app and re instal it see if that helps .