Unidentified package number

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  • Updated 1 year ago
  • (Edited)
When I type in my 6 digit code it says unidentified package number, what am I doing wrong? Also looking at the screenshots I have noticed I am not seeing a lot of the tabs at the top, like dashboard, devices etc. I have tried using both chrome and IE, is there a web browser that works best?
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hff

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Posted 1 year ago

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Jesse Hamus, Official Rep

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Thanks for posting.  I can certainly assist with your issue, but will require some additional information from you.  Please provide the following details:

Order No.
6 digit code
Two of the ICCID of the SIMs you wish to assign
The email address of the account

If you are not comfortable posting the information on the Community Forum, feel free to submit the information thru the NEO portal under the Help section.  I have provided screen capture here:


Look forward to further assisting you.

Kind regards,

NEO Support Team
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Alexander Sandanaraj

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Hello Thanks for the reply. I have cleated a case. what you mentioned in the screen shot. claim number is 002. can you please look into it
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Abraham Fuentes, Official Rep

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Hello Alexander,

I just checked your dashboard (Account# 20905) and can see that you have 1 device currently in use under the Devices tab, which confirms the 6 digit code has been accepted. As indicated via externally sent e-mail.

Should you require additional assistance please visit our Frequently Asked Questions at: http://neo.aeris.com/faq or create a new post via this self service portal.

Regards,
Neo Support
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Alexander Sandanaraj

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Hello NEO support team , i have the same issue. I submitted incident using my order#,package code etc. did not get any response yet
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hff

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I also don't even have the option to click on what you are showing me in the screenshot.
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Abraham Fuentes, Official Rep

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HFF,

I just checked your dashboard (Account# 20888)  and can see that you have 1 device in your SIM inventory under the Devices tab , which implies the 6 digit code has been accepted.




Please log into your account and confirm this is the device you had a problem with.

Kind regards,
NEO Support Team