Bne Sim Wallet Balance Disappeared After Changing Phones

I am experiencing a serious problem with the eSIM service I purchased through Bne Sim after changing my phone. When I installed the app on my new phone and logged in, the balance in my wallet was no longer visible in the app. I know that I had accumulated a balance in this account previously, but I am now completely unable to see it.

I was using my account with the email address e***********@gmail.com and the phone number 0505*****92. I changed my phone around March 4–5, and after logging into the app on my new phone, I encountered this problem. I do not remember the exact amount of my balance, but I know that my wallet should not be empty.

Yesterday, I first tried to contact support through the app, but I only received bot messages and was unable to reach live support. I then tried to contact customer service through WhatsApp and email as well, but I have not received any response yet.

I request that my wallet balance be restored and made visible in my account again, and that this issue be investigated urgently so that I can use my eSIM service without any problems. I also request clear information about the status of my case through the available customer support channels.