sim activation

i got my smarty sim and put in in my phone i then activated my sim and got both email and text telling me my number and that it is active my sim works fully but i cannot access my dashboard on the app or online because it says that it is not activated yet and that i will get an email when it it however i have already received the email and the sim works i just cant access my account fully which mean i cant transfer my old number through PAC.

not sure what is going on