Sim card isn't connecting

Hey there @HolidayLex, we'd be glad to help you with activating your AT&T Prepaid SIM card and device. 

To make sure you've successfully activated your AT&T Prepaid SIM card you'll need to use the AT&T Prepaid activation portal. Once you've reached the portal, you'll need to enter your device’s ICCID / SIM number or the last four digits of the EID number. Typically, a device has only one of these, but some devices support the use of either. 

Before activating your AT&T Prepaid account from your device, make sure it has been charged and that the AT&T Prepaid SIM card has been inserted (some devices may have the SIM card pre-installed). Once charged, turn the phone on.

If you're needing to activate a plan you found on a phone package but don't see it online? Follow these steps: 

1. Make sure the phone is turned on and the SIM card is inserted.
2. Find the two-digit plan code on your phone package.
3. Call 877.426.0525 and after you hear the current list of plans, say Plan code.
4. Provide the two-digit plan code and service ZIP Code to activate.

Heads up: Once you activate your plan, be sure to make a payment to get started.

Feel free to reach back out to let us know how this information helped. We look forward to hearing back from you. 

Thank sfor contacting the AT&T Community Forums for help. 

Lynn, AT&T Community Specialist

Hi Lynn, 

Thank you for your response.

The link to the sim activation portal isn't working.

However the sim card is correctly activated. The plan is also activated and $30 has been put on the card.

I can not check if my phone is correctly connected to the sim card. In "my account portal" i get the following error:

Looks like your device can't be updated here

Please call 800-901-9878 or 611 from your device and speak to a representative

But i can not call because the sim card isn't working...

Is there another, more personal way of assistance? Where i can tell someone my sim card number?

Kind regards Lex

Hello, @HolidayLex! It's unfortunate that the recommended steps did not quite resolve your SIM card concerns. 

It looks like the issue lies within the SIM card itself. We recommend requesting a replacement SIM card at your closest AT&T store. Our helpful staff can replace your SIM card and get you squared away with a new one, all while being present in-person to assist you should any complications arise during the process. 

If you have any other questions or concerns regarding AT&T products, we're always available here at AT&T Community and Forums! Thank you so much for your participation, and have a lovely evening!

Kiara, AT&T Community Specialist

Hi Kiara,

Thanks for your Quick response.

I have tried to go to the at&t store about 10 days ago, but there I was told that they couldn't help me, because I bought the sim card and prepaid card at a target.

So i can still get help at the store?

Kind regards Lex

Update:

I  went to the store and they tried to help me.

Turns out that my phone probably is not compatible with the network.

The phone is on the list with compatible phones, but because it is bought outside of the u.s. it will not connect. That is at least for now the most probable cause. 

Seems like we will not get it to work so i will try to get my money back from Target, where I bought the sim card.

Thanks for your help here at the forum and at the last at&t store in Los Angeles they were very helpfull, unlike the one in Las Vegas.

We greatly appreciate you giving us an update, HolidayLex.

We'll be here if you ever need further assistance in the future. Thanks so much for reaching to AT&T Community Forums!

Nelson, AT&T Community Specialist