Welcome to TPG Community!
We’d like to get to the bottom of this.
I've searched for your account using your Community details and was unable to find a match.
Can you please send us a private message with your customer ID so that I can look into this for you?
For your reference, please see this link on how to send a Private Message.
Meanwhile, you may visit this link to know more on how to activate your TPG mobile sim card.
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