Trouble Activating iPhone Purchased thru Apple

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Trouble Activating iPhone Purchased thru Apple

My boyfriend recently purchased an iPhone 11 for me through Apple (& not through Virgin Mobile). I tried the activation process online and used the correct IMEI/MEID number and I keep getting a "This device is not recognized" message. I also switched the SIM card from my old iPhone 7 into my new 11 and my phone keeps saying "SIM card is locked". I would've tried calling customer support but my old iPhone is completely broken - as of right now I don't have access to a phone.  Do I need to take it into the Apple store? What are some solutions?

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Agent

Hi there! Unfortunately, that device can not be activated on your Virgin mobile account. Unlocked devices are not compatible at the moment.