Forum Discussion

ManiMani's avatar
ManiMani
SMARTY Maverick
13-10-2024

Replacement SIM

New to smarty.

SIM doesn't work too well... 

Customer services wnt me a new SIM, but account paused and account doesn't allow to unpause or activate new SIM. 

 

Have had endless problems for 2 weeks now, so a bit desperate to get my SMS working, calls coming/going & of course the data working! 

 

Any suggestions, I'm desperate, customer services not responding like says 7 days a week

4 Replies

  • MSF's avatar
    MSF
    SMARTY Guru
    13-10-2024

    ManiMani  So, they did answer you then!!

    If you ordered a replacement sim, they suspend the account as a security measure until you activate gate the replacement that they send according to the instructions with it.

    • ManiMani's avatar
      ManiMani
      SMARTY Maverick
      14-10-2024

      No activation received. Instructions received to 'Unpause' account. However app dashboard has 'Unpause' option "greyed out" & says must contact customer service, chat open 7 days 8-8, however they don't respond, I tried all day yesterday!

      • MSF's avatar
        MSF
        SMARTY Guru
        14-10-2024

        ManiMani  Not sure if we are on the same 'wavelength' here.

        You will be required to activate the replacement sim when you receive it. The account is blocked as a security measure until that happens. This is done so that if someone has stolen your sim then they cannot use it.

  • SmartyTrousers's avatar
    SmartyTrousers
    SMARTY Centurion
    13-10-2024

    So to confirm, you have the new SIM in your possession? It's correct that your service gets paused when you order a replacement SIM, but there should be an option displayed on your Smarty dashboard to activate the new SIM once you have it.