Added a new line but it cannot be found under my account

[ianweng]

Hi,

I have added a new line to my account, and received the confirmation email from Fido that "Your New Fido Mobile Number is Now Active" with the mobile number.  However, I cannot see the new line under my Fido account.  I have tried online chat on Fido.ca and calling *611, but both agents said they cannot see it under my account either.  Can anyone help me with it?

Update: another live chat agent is now able to see the new line, with the correct number, but I still cannot see it under my Fido account...

Thanks in advance!

[KAPABLE-K]

Hello @ianweng,

This community forum is not a venue for customer service, it is meant for customers like myself to help each other. We would not have access to your account and would not be able to assist with account-related issues. You would need to reach out to customer service directly.

Since you had reached out to customer service and they did not see it the first time, I'm wondering if there was a delay with the activation. I've seen in the past that the line one doesn't show up until the SIM card is mailed out.

Now that the agent can see the line and you are still not able to see it, when you created your login did you chose account holder or user if you are login in as a user you will only see the line you are logging in under you will need to log in as the account holder to see the other lines.