Hey there, @lauraadriana66! We're deeply sorry to hear that. Please send us a private message with your phone number, pin, MEID/DEC number of the new phone and the SIM Card that came with it. We'll be waiting for you!
Hello there JonnyBoi1738. Let's figure this out. Please send us a Private Message by clicking on my user name and at the right side of the pane you will see the option to send a private message. Include your phone, pin number, the IMEI and SIM card of your new phone.