New sim card cannot be updated

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I'm a Participant Level 3 Leya
I'm a Participant Level 3

New sim card cannot be updated

Was trying to use different browsers to update my sim card and got same message "something went wrong on our end, please try again later", not quite sure if my sim card has issues or Fido's website has problem, please help

Accepted Solution

Re: New sim card cannot be updated

Hey @Leya,

 

Our website is up and running. Have you tried to clear cookies and cache of your browser? 

 

Also, are these the steps you followed: 

  1. Go to fido.ca and sign in to My Account
  2. Select the subscriber on which the SIM is changing
  3. In the Wireless Dashboard, click Update SIM Card
  4. Enter the old and new SIM numbers
  5. Click Next
  6. Click Update SIM

That said, if the SIM card wasn't sent by us in case of an upgrade, you will have to go to a Fido store with 2 valid IDs to have it updated.

 

Hope this clarifies! 

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Solution

Re: New sim card cannot be updated

Hey @Leya,

 

Our website is up and running. Have you tried to clear cookies and cache of your browser? 

 

Also, are these the steps you followed: 

  1. Go to fido.ca and sign in to My Account
  2. Select the subscriber on which the SIM is changing
  3. In the Wireless Dashboard, click Update SIM Card
  4. Enter the old and new SIM numbers
  5. Click Next
  6. Click Update SIM

That said, if the SIM card wasn't sent by us in case of an upgrade, you will have to go to a Fido store with 2 valid IDs to have it updated.

 

Hope this clarifies! 



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I'm a Participant Level 3 Leya
I'm a Participant Level 3

Re: New sim card cannot be updated

It was sent by Fido and I tried it in different desktop too, same message appears like this:

 

System error
Something went wrong on our end. Sorry about that! Please try again.
 
 
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Re: New sim card cannot be updated

Thank you for clarifying @Leya!

 

That is indeed strange. I will send you a PM so we can take a look at that together.

 

If the SIM number is already in your account, I would be able to update it for you. If not, you will need to go to a store with 2 valid IDs.

 



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