Group member set up problem even after contacting support

Hi I have had a Smarty sim for quite a while and after discussions with the better half suggested she move to Smarty under their group plans.  I had an initial problem as to join a new member to my group I had to select a plan for me and a plan for her on the group plan discount page.  I had an old existing plan so that would not work as I thought.  Contacted support and they managed to add my wife to my new group, set up her plan which I have paid for in advance and dispatch a new sim card to her email address.

Have you fallen asleep yet?

My problem is I cant activate her sim as if I look under my group owner account I can see her account but it says Awaiting Number. I have had the Sim now for 2 days and even with supports initial help it still cant seem to follow any procedure I have seen.  Last night after a long chat session the support person said they had passed it on to another department.

Has any one had a similar problem and a way around it or is it in the Hands of Smarty?

Sorry about the length of post but facts can be helpful.  Thank you.