Forum Discussion

Samanth_3098450's avatar
Samanth_3098450
SMARTY Pioneer
18-12-2024

Confused - why are they sending me a new SIM while I'm trying to activate an existing SIM?

I have a SMARTY SIM that a friend gave me, and on the instructions that came with the SIM, it said to download the SMARTY app to activate it. When I downloaded the app, I started to create an account, but it wouldn't let me login to that account until I chose a data plan. I tried going to https://smarty.co.uk/activate via desktop, but again, it would not let me do so until I logged into my account, which was not considered an 'account' until I paid for a plan, so I couldn't login.

I eventually paid for a plan as it would not let me login otherwise. However after paying, it says my new SIM is arriving in the mail.

I'm so confused, I followed the instructions that came with the SIM my friend gave me and now I'm going to have two SIM cards? I guess it's not a big deal, but if I activated the SIM card my friend gave me we would have both received a discount, so I'm just confused and disappointed.

Anywhere that I went wrong or is this just an error with the https://smarty.co.uk/activate website? It's my first time using SMARTY so please be kind 🙂

2 Replies

  • SmartyTrousers's avatar
    SmartyTrousers
    SMARTY Centurion
    18-12-2024

    I'm in possession of a spare ('Bonus') Smarty SIM, and mine does not say to activate it through the app - it tells you to go to smarty.co.uk/activate.

    The activate page asks you to log in if you already have an account. As a new user, it is not expecting you to have an existing account so it's not expecting you to log in. Instead, it wants you to remain logged out and enter the SIM number in the box below that. It will then get you to pick a plan and create an account as part of the process of activating that SIM.

    Many people make the same mistake you have and end up ordering a SIM through the mail. I did start to wonder if Smarty's site is actually broken and it's not actually possible to activate a bonus SIM without ordering one to come in the post, but I've recently been able to test this out and it's not the case - if you stay logged out and follow the activation process through, it is absolutely possible to choose a plan for and activate a SIM already in your possession.

  • Malcolm_2999856's avatar
    Malcolm_2999856
    SMARTY Pioneer
    21-07-2025

    This has happened to me also, I received my new phone that has a smarty sim with it, when I did the qr code activation it then asked me to choose a plan, which I did, same time I was told will take two hours for my number to be generated when the new mobile number is on the SIM card packaging and now I've emails saying my new SIM is on the way. I'd also like some help to understand this? 😁🤔.