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Hi there, JAVI. Thanks for contacting us. We're sorry for the inconvenience with your service.
We'd like to have a look at the account. Please, send us a private message with your phone number and PIN. Also, send the MEID/DEC or IMEI and the ICCID for the SIM card.
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To send a private message just click on the f of any user and, in the next screen, click 'send this user a private message'.