We got the sim card a year ago when traveling to Italy and now would like to recharge it to use it again. I am logged into website on desktop and charged 2 times: 6€ and 6€. Every time the balance appears, account is active and then in several minutes the balance is 0 again and account is not active. In “Call your country” plan details it says monthly top up of 11.99€ from the account balance. I read in one post that additional 2-3€ needed in some cases… How can we get to the customer service rep from Canada? Sim card in not in our phone yet…