I cannot activate my SIM

Arina Vlasova Updated by Arina Vlasova

Sometimes while activating your SIM or trying to use it on your device, you may get some errors that can be easily fixed by going through this guide. Please find at which step of the activation process you are to check the possible solutions for your issue.

  1. Pick your network (GSM LTE or Super LTE)
  2. Enter SIM card number
  3. Choose a number (Get a new number or transfer a number)
  4. Other common issues that could be faced while activation

Pick your network (Super LTE or GSM LTE)

“THIS DEVICE IS NOT COMPATIBLE” error

You may get this error when you check if your phone is compatible with the Super LTE network.

Solution: Make sure to enter the correct IMEI number and NOT your SIM card number. The IMEI is always 15 digits long. If you’re still facing issues, please contact customer support via chat, email, or call and they should be able to help you.

Enter SIM Card number

“SIM Card already used” error

You are getting this error possibly because you are retrying the activation even though it has gone through before, or maybe that the SIM Card is active already with another line.

Solution: Please contact customer support via chat, email or call and they can tell you the SIM Card status and can help you with the next steps.

Choose the number (Get a new number OR transfer your number)

Carrier is not on the list

If you are planning to transfer your number from a previous carrier, sometimes your carrier might not be on the given list.

Solution: If you are unsure about your carrier’s availability in the list, continue selecting the parent carrier of your service provider. If you are not sure about it, please continue with selecting any carrier that is visible. As long as the submitted number and account information is correct, you should be good to go! Please use this guide to be sure you submit the correct information.

Letters in the Account number

At times the Account number that you have to put in has letters in it, our system only allows numbers to be put in.

Solution: If your carrier’s account number contains an alphabet, then you may proceed without adding it and once the activation process is completed, contact our customer support team to have it updated. Please use this guide to be sure you submit the correct information.

Payment Page (check out)

The Credit Cards can’t be added

For this, it is possible your card is under the "do not honor" list, or there is a restriction from your bank.

Solution: Get the restriction removed or retry with another credit card. US Mobile-only accepts major Credit/Debit cards. Gift cards, prepaid cards, bank checking/saving account, PayPal, etc. are not acceptable.

“Too many Credit Card attempts” error

Solution: Contact your bank to verify if online banking is active and it is not under any restrictions.

It is possible that your account was put under restriction if you attempted to add a card too many times.

Solution: Please contact customer support via chat, email, or call and they should be able to help look into it for you.

You cannot use a promo code

Solution: Make sure there is no space before or after the promo code.
Solution: If you still face issues, try to delete the cookies and cached images and files for your browser (set time range to all-time).
Solution: If you get the error “promo code doesn’t exist”, connect with us and we can check the promo code validity for you.
Solution: Valid SIM activation promo codes end with "ACT". Make sure you are using a SIM activation promo code, and not a Starter Kit/SIM order promo code.

Other Common Issues that could be faced while Activation

Error while activation at any point even when the submitted information is correct

This can sometimes happen because of dashboard issues.

Solution: Clear your cache OR try using Google’s Chrome browser.

Button grayed out

The button to take you to the next step is grayed out, that happens if you didn’t fill out all the required fields. If the button for the next step is still gray after filling out all the required fields, then try this.

Solution: Click anywhere else on the screen first, the button won’t be grayed out anymore and it will let you through.

New number not assigned or line not added on dashboard

You completed the activation process but the line isn’t visible on your dashboard.

Solution: Please contact customer support via chat, email or call and they should be able to help look into it for you.

ERROR: Chat with us for help

Solution: If you get this error, or any such error on checkout, please reach out to us ASAP so we can look into it.

How did we do?

How to transfer your number from one carrier to another

I lost my SIM card

Contact