I bought a Moto G in Sept 2014. I am going through the self-serve process to change phones. It asks for the new SIM card number. I have it printed on a 3-page document that I got at the time of sale, entitled "Your agreement". It matches the number on a plastic credit-card sized card that I got from the Koodo rep, with a chip in it. However, the number is being rejected as invalid. I'm hoping that I don't have to spend half a day, likely during the weekend because that's the only time I have any time, negotiating the different ways of trying to reach a real person. Is there anything obvious about my process so far that is wrong? I hope also that I don't have to remove the chip from the card, disassemble my phone, and place the chip into my phone.