Hey there! Thanks for reaching out. I'd be happy to help you. Please send me a Private Message with your phone number, PIN number and the IMEI/MEID.
I am having the same issue, trying to swap from an iPhone 7 Plus (Had an issue with the microphone not communicating with the brain of the phone) so after finding out I might as well buy a new phone I ended up going with the iPhone xr, they put the sim that was in my 7 plus into my new xr and when I tried to swap phones it gave me this message
Hello Vault404. The SIM cards in our network are not interchangeable. If the phone is unlocked, you need a special SIM, and if it is not unlocked, it is also possible that the SIM from your old phone is not compatible with the new phone. We'll have to take a closer look. Please send us a private message so we may work directly with you.
You can send a private message by clicking on an agent's name, then selecting the message option from the profile page.
Hi, moutonp. Thanks for contacting us. We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agents user names and select the option send this user a private messages.