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1.) My phone (and SIM) were stolen

2.) I suspend SIM using self-serve

3.) I got a new SIM, am told at the store I need to use self serve to activate

4.) I un-suspend my account

5.) I try to activate new SIM

6) First 2FA option is to text my phone. Obviously this doesn’t work. It was stolen. This is why I need a new SIM.

7.) Second 2FA options is to email. I try to select. Am told my email needs to be active for 48 hours. No idea what this means. Maybe related to the account suspension? This is making it really difficult to recover from having my phone stolen.

8.) I wait 48 hours. Now I can no longer use account services self-serve as it loads a black screen and then does nothing. I have tried multiple computers and multiple browsers.

 

It should not be this difficult to get a new SIM after having my phone stolen. Please assist me.

The email 48 hours seems to be a glitch unless you actually changed your email address. 

Selfserve was working for me one hour ago. I recommend you try on invisible or incognito mode on the web browsers to see if that can help. Try it in the morning also.

If that doesn't work, you could report back here. Someone should be able to flag a rep to look into your case

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