Forum Discussion
Group Plan SIM not arrived: unclear how to make sure replacement is correct number
Hi, I manage a group plan with some friends and family, my friend's SIM has not arrived and as group manager I'm trying to order a replacement SIM for her, so I select her, click on the replacement link under the activation link, but at the end of the process it says that the SIM it will replace is the one with my number. I can't see how to select her number as replacement. Or does she have to be the one to log in?
3 Replies
I'm having the same issue and this response doesn't strike me as helpful.
The issue is this:
- I am group owner with my own phone number.
- I want to add my son to my group, so I request an extra sim
- It doesn't arrive, so I need a replacement.
- I log in as myself (because I am group owner and he's not connected yet)
- I change the blue circle to HIS account
- I request a new SIM and then get an "are you sure" WITH MY NUMBER.
- I don't want MY NUMBER cancelled so I say, No.
- No other options in the "customer journey" as they say.
I think the person on this thread had the same issue:
https://community.smarty.co.uk/discussions/general/extra-sim-not-arrived-cant-order-a-replacement-without-suspending-my-current-pho/57020
Please Smarty, can you look into this. Your support chatbot is utterly useless on this.
Hi JS_3750772 thanks for bringing this to our attention. To get the replacement SIM for your group member please reach out to our customer care team via webchat and request to speak with an agent and they'll be able to do this for you
https://smarty.co.uk/contact
SarahFi_2856892 Firstly, read through this helpful article: https://help.smarty.co.uk/en/articles/3417274-what-can-group-owners-and-members-see-or-do
You will need to change over to her account before you order the replacement sim for her number. In the Account Dashboard, click on blue circle at top right hand corner and then choose her account.
