12-26-2018 03:33 PM
I purchased a Virgin Mobile Samsung Galaxy J3 Emerge through the Best Buy website on 12/16. Phone was delivered but I was unable to activate it. Gave Virgin Mobile a call and they say the phone is still locked as the phone was not scanned twice inorder to activate it. How to rectify this? Thanks.
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12-26-2018 04:01 PM
Good afternoon, MissyMiss,
Thanks for thinking of Best Buy when you decided to purchase a new Samsung Galaxy J3 Emerge with Virgin Mobile. I’ll be happy to direct you on the best way to proceed from here.
It’s not ideal to hear that your phone is running into troubles with activation as that should be a much smoother process. At this point, I would advise to call our Mobile Services department at (877) 702-2211 as they should be best equipped to see what we can do to assist with this activation issue. I hope this helps! Let us know how this goes or if you have any additional questions I can help with.
12-26-2018 05:21 PM
For anyone else reading this, they'll ask for the Serial Number labeled 'Scan for Activation' on the bottom of the box. There are 2.. the second is the one labeled Best Buy. You'll need to provide it.
12-27-2018 12:25 PM
Awesome! I’m glad the team was able to get that all taken care of for you when you called by using the information from the box you mentioned in your post. If there’s any other questions we can help with here, please feel free to reach out. Enjoy your new phone!