Activation isn't working - "Unfortunately we couldn't save your previous selection"

jagr88

Hello, I am getting the message when I try to activate my SIM card: "Unfortunately we couldn't save your previous selection"

I have tried to chat with an agent three days straight and my queue number bounces around for an hour or so then hangs up on me.

Has anyone experienced this error before?

I lost my phone and now have a new phone and new SIM card and am trying to activate it for the same phone number.

Thanks!

PF_Ref_D2U9A

To get around that error, I suggest to try clearing your browser cache, logoff and retry in private mode.

To chat with Fizz customer service, make sure there is no ad blocker active on your browser.

Contact Fizz customer service by opening this link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with Fizz customer service.

The "❔" not visible or does nothing? Make sure…

• you really are on a FAQ page e.g. https://fizz.ca/en/faq/resolving-issues
• you scroll through the page and after 10-15 seconds the ❔ bubble will appear in the bottom right corner of the page.
• you are really logged in with your account. Disconnect explicitly using "►Log out" in the left menu, close any Fizz tab, clear your cookies, reconnect.
• no browser extension blocks its appearance (ad blocker or plugins like "NoScript").
• try in incognito mode
• JavaScript is enabled
• no VPN disables the rendering, some have ad blockers
• to empty your cache
• to try with a different browser, Chrome and Edge are known to work relatively well with Fizz
• to try on another device (mobile, laptop, tablet)

PF_Ref_D2U9A

https://forum.fizz.ca/en/discussion/2633859/activation-isnt-working-unfortunately-we-couldnt-save-your-previous-selection

Hi

This is the full procedure

What do I do if my phone or SIM card is stolen?

https://fizz.ca/en/faq/found-mobile

But before doing that, did you think about using the function to locate your phone? How to find an iPhone phone (iCloud account) How to find an Android phone (Google account) 

You can find this

After you have aquired your SIM card, please communicate with us via the chat bubble, to finalize the activation of your SIM card: Activate your new SIM card

You can chat in direct

   •   Sign into your account

   •   Follow the link on this page: https://fizz.ca/en/faq/found-mobile#4

   •   Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

   •   Choose the option 💬 chat

   •   If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

Other means of contact

Whatsapp: (438) 393-5814

By private message on Twitter: https://mobile.twitter.com/fizz_ca

By private message on Facebook: https://www.facebook.com/fizzca/

jagr88

Hello PF_Ref_D2U9A,

I have followed those procedures- blocked my phone and ordered a new SIM card and bought a new phone.

I have been unable to get through on the chat bubble - my current window has said I am being transferred for the last 10 minutes.

I reached out by Facebook and was told they would put me in contact with a rep - which I understand can take time.

I have tried accessing the chat on two devices and three browsers - Edge, Internet Explorer, & Ecosia

Thanks for any further help,

Jagr88

ValentinMTL

Did you find a solution? I am getting the same error when accessing the "Change SIM Card" menu

jagr88

I ended up downloading chrome, trying to access chat - it didn't work. So I turned my computer on and off, cleared the cache on chrome and finally it worked!

Support also got back to me on Facebook - took about 5 hours I think. Once in contact, they were able to swiftly resolve the issue.

ValentinMTL

Clearing cache, private window, using a different browser or a different computer, none of it helped with the Change SIM card error message.

For customer support, I was 3 in queue, and then it started increasing... 5, 7.. maybe i will have better luck today

jagr88

Hope you have better luck! I asked the rep to take note of my issues with the queue cause it didn't seem reasonable...