SIM card activation bug

Duu_1234 Posts: 1 ✭✭
edited May 31 in My Mobile


I received my new sim card because the old one is lost. When I try to activate it via the ''activate your sim card'' button, it keeps telling me under a red line : ''to activate this new sim card and replace the old one, please contact us with chat''. Then I ask chat whats going on and nothing works, it keeps redirecting me to the same thing and I cant activate it. I've put out my ad block and I tried 3 different browsers, nothing changes.


  • Derr
    Derr Posts: 4,817 ✭✭
    edited May 30

    Did you try in private mode?

    I would also suggest to be patient a little bit and wait for the chat to answer your questions

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 5,328 ✭✭

    Indeed, you need to contact customer support. The reason is to prevent SIM swapping. Be ready to upload a copy of your ID card with a photo, current credit card (you can hide all the numbers except the last 4) and in some cases even selfie is required.

  • Derr
    Derr Posts: 4,817 ✭✭

    By the way, in case you don’t know, there’s a French version of his forum:

  • Whizz
    Whizz Posts: 17,987 admin

    Hello Duu_1234,

    Sorry to hear that you lost your old Sim card.

    Only the Fizz customer service can make the change for you so be sure that you reach them on Live chat : and wait a bit until someone manages to reach you back.

    They will secure the account and help you further with the change afterward.

    Thank you for your understanding.
    Have a good one,

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