Invalid SIM on working phone?

[unityco]

I was trying to change the SIM on one of our phones, and went through the online process, but once I hit submit I get an error that the CURRENT SIM is invalid?  The current SIM seems to work just fine, and I've checked/re-entered the number a million times but continue getting the error.  I tried contacting live chat on the issue and the agent was completely unhelpful.  Any other ideas other than dragging myself into a Rogers store?

(I need to activate a new SIM because I'm handing down a nano-SIM phone to replace an older micro-SIM device and I don't really want to get into physically cutting the old SIM.)  

ETA:  I also tried getting the number through the software settings in case the number printed on the card was wrong, but they match.

*Edited Labels*

[RogersZia]

Hello @unityco,

Welcome to the Rogers Community Forums!

I appreciate the steps you've already taken to activate the SIM on your end. Is the SIM currently active on a wireless number? Did you have this SIM activated on an alternate number? Just as an FYI, a SIM can only be resumed on the original cellphone number it’s assigned to.

Looking forward to hearing from you.

RogersZia

[unityco]

Yes, the current SIM is active on a current number. The only number it's ever been assigned to.

[RogersMoin]

Hello, @unityco

Thank you for your patience. We can further look into it for you and activate your Nano SIM, I suggest sending us a private message at @CommunityHelps. Our private messaging system is explained in this blog.

Cheers,

RogersMoin