I am doing this for my wife. She is with GG and her new phone uses micro sim, so I ordered a new one sim for her. Check up the sim swap thing, sounds simple enough to do. Try it at 10pm last night and it told me can only be done between 4:30am and 9:30pm. Tried it at 7pm tonight and should only take 10 minutes (according to the instructions), but now been going round in circle trying to find out how to contact an agent, wasted a couple of hours so far. As you said, it must be more than 24 hours before they let you contact an agent. I have never come across such a useless web site, very disappointed. I guess you get what you pay for.
BTW, I could not repeat the activation process, so the new sim must have been activated the first time round some how.
I should have cut the dam thing to micro size instead of this way.