Cannot activate my new sim card
I received today my new sim card and when I try to activate it, I receive the message : “To activate this card, contact us”. It is very annoying because on your chat there is nobody to answer me. I do not have service for three days now.
Answers
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it is a new activation or you would like to replace your sim in an active plan?
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Hello @Coucou999 ,
Thank you for reaching out.
I verified your file and noticed that what you need is a SIM swap. I can see that you contacted us about it, however, you mentioned that you do not agree to send us the necessary paperwork for the SIM swap.
Sending the documents is a necessary step in authenticating you and passing the security verification, as these documents should only be in the possession of the account's owner. The chat session is fully secured, and after we confirm that the information on your documents matches the information on your file, they are deleted from our end.
Choosing not to send them will result in a slower process, as we will need to escalate the situation to our security department before proceeding with any action. In this situation, we kindly ask you for some more patience until we receive a response from them.
If you need more information, do not hesitate to contact us privately.
Have a good one!
-Sergiu, Community Moderator0
