Tardy at Activating sim

Dear Lebara team,
So in july 2026 I had purchased a physical sim in person followed the instructions and purchased a yearly amount of phone calls and text. When I purhcased this, Lebara emailed to say that they would be sending out a physical sim to my address.
It's now september, I have checked my emails and have been informed that not only has my 2nd physical sim has been sent to me which I have currently, but I did not activate in time and that I would need to top it up.

Using your website, I wanted to top up, but I cannot do anything i.e check my payment history, my profile or anything else without the number. SO i added in the number and it was of course not valid and so I am now here.

What I want to know is. Can you email me so that we can discuss if:
1. Am I still paying for the initial top-up that I purchased in June.
2. Now that my given number is invalid, IF I top-up will that issue out a another physical sim to my address?
Cheers.

Sorry to hear about your difficulties getting your new SIM aswtgirlie. This is one to speak to customer support about as we don't have access to customer accounts via the community.

Martin Heya, thank you for responding. It's been two since I've contacted you on here and also submitting a web-form request and no answer. I really need some assistance what can you suggest.

When did you submit the web-form aswtgirlie?