topic Re: Sim card activation error in Get Support

Sim card activation error

aabattery — Wed, 05 Jan 2022 13:13:17 GMT

Hello, I just bought a sim card yesterday, and when I tried to activate it, I got to the final activation screen after entering all of my info and got a "please wait while we activate." Then I got an error that said "something went wrong, please go back to the log in screen." When I try to log in, it says that my account doesn't exist. And when I try to make a new account, it says that my sim card is invalid.

I read from others on the forum that this may be due to browsers. So I cleared my history, used internet explorer incognito mode, and tried again in the morning to give it time to process. But I'm still having the same problem. Should I go back to the store and get another sim card?

Re: Sim card activation error

GR — Sat, 30 Nov 2019 16:10:35 GMT

@aabattery can you check if they charged your credit card? Also put the Sim card in the phone to see if it works. If they didn't charge your card you'll have to wait 1 hour and then try the activation again. The system puts a hold on a Sim number for 50 minutes or so when you try to activate so if it didn't go thru it will let the number go in an hour

Re: Sim card activation error

ShawnC13 — Sat, 30 Nov 2019 16:13:25 GMT

@aabattery wrote:
Hello, I just bought a sim card yesterday, and when I tried to activate it, I got to the final activation screen after entering all of my info and got a "please wait while we activate." Then I got an error that said "something went wrong, please go back to the log in screen." When I try to log in, it says that my account doesn't exist. And when I try to make a new account, it says that my sim card is invalid.

You will probably it have to wait an hour but I would try using your browser in private or incognito mode when you do the process again

ETA looks like you added to your post that you tried the above if you are still having issues

You will need the assistance of the Moderators and to do that you will need to create a Trouble Ticket. Click this link https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon. Follow the prompts to get to the Contact Us button and then a Submit Ticket button will appear.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: Sim card activation error

hairbag1 — Sat, 30 Nov 2019 16:11:48 GMT

@aabattery wrote:
Hello, I just bought a sim card yesterday, and when I tried to activate it, I got to the final activation screen after entering all of my info and got a "please wait while we activate." Then I got an error that said "something went wrong, please go back to the log in screen." When I try to log in, it says that my account doesn't exist. And when I try to make a new account, it says that my sim card is invalid.

Check your banking to see if payemnt went through. If so, try restarting your phone.

Alternative is to wait an hour, try a different web browser, clear cache files and use incognito mode.
Keep us posted

Re: Sim card activation error

aabattery — Sat, 30 Nov 2019 17:02:36 GMT

I've submitted a ticket but it is telling me that I could have to wait up to 48 hours. How fast should I expect a reply to the ticket? I'm just worried because the reason I signed up was for the black friday bonus 5gb of data that expires in 48 hours.

Also to answer another users suggestion of checking my credit card, I'm using a prepaid voucher that I bought in the mall, so I have no way of checking to see if it went through or not.

I also tried putting the chip into my phone, but my phone is still locked to my Bell service provider. I'm transfering my number from bell to PMobile, and I was told that I need to transfer my number to PM first before I cancel my bell number or else i can risk losing my number. Is this true?

Re: Sim card activation error

GR — Sat, 30 Nov 2019 17:07:53 GMT

@aabattery yes, do not cancel your bell account!! After the port is completed then it will automatically close the bell account. As for the phone being locked to bell, you need to call bell to get your phone unlocked before you can use it with public mobile! Don't forget a refferal code to get the 10$ credit also

Re: Sim card activation error

CS_Agent — Sat, 30 Nov 2019 17:12:43 GMT

Hey @aabattery,

We`ll be glad to help, we`re going to send you a message.

Have a nice day!

Re: Sim card activation error

aabattery — Sat, 30 Nov 2019 21:28:17 GMT

Thanks everyone, it's working now! Ironically I spent a good five hours trying to cancel my bell plan to switch over to Public Mobile because of how bad their customer service is and had to deal with nothing but long hold times and useless customer support. So glad I don't have to pay for worthless "customer support" anymore.

Re: Sim card activation error

mrtompig — Sat, 30 Nov 2019 22:04:07 GMT

I have the EXACT same problem....

Got the same error message and then tried to re-login back in, but it doesn't recognize the account login. Then I try to re-register and activate process again, but the SIM card says not valid. I also have confirmation from credit card company that the charge already went through as well. So, caught in no man's land. Can someone please help me? Thanks!

Re: Sim card activation error

GR — Sat, 30 Nov 2019 22:07:24 GMT

@mrtompig click on the question mark on the right hand side of the page and start a conversation with Simon the chat bot and get a ticket and the moderators will get back to hopefully tonight but if not then tomorrow

Re: Sim card activation error

Melch — Sat, 30 Nov 2019 23:16:14 GMT

Like they said for the orininal poster, you may have to wait an hour before trying again. In the meantime, try restarting the phone. I had to wait an hour after too many failed attempts on registering the SIM

Re: Sim card activation error

mrtompig — Sun, 01 Dec 2019 00:00:27 GMT

@Melch wrote:
Like they said for the orininal poster, you may have to wait an hour before trying again. In the meantime, try restarting the phone. I had to wait an hour after too many failed attempts on registering the SIM

But my credit card's already charged, whereas I assume in your described scenario, it appears you got errors without being charged. I just tried again now for s#@! and giggles, and it's invalid SIM error now.

I had submitted question to Moderator so let's see if I will get a response tonight. It appears the OP noted "Resolved" pointing to the Moderator's support.

Re: Sim card activation error

GR — Sun, 01 Dec 2019 00:04:58 GMT

@mrtompig all you can do now is wait and the moderators will help you with that!

Re: Sim card activation error

Jujubean — Sat, 14 Dec 2019 22:43:15 GMT

Hi,

Just open an account. After entering credit card information I ve pressed next, then and timeout server message error appears then was unable to log, re enter to create account, change password or open a ticket to reset my account????

Only solution I've read was to buy a new sim.card!!!

Every way I try to log it give me an error. Unable to reach anyone.

Please help.

Re: Sim card activation error

GR — Sat, 14 Dec 2019 22:44:44 GMT

@Jujubean can you check to see if they charged your credit card? If not just wait an hour and try activating the Sim card again!

Re: Sim card activation error

darlicious — Sat, 14 Dec 2019 22:59:48 GMT

@Jujubean If you did not reach the payment page you just have to wait out the hour. Here's a few suggestions to prepare yourself while waiting it out. Go to the bathroom then get yourself a tasty beverage. Have a paper and pen to write down your password, pin #, security question and answer to put away in a safe place in case you forget this info and need it in the future. Have a copy of your credit card statement with your billing address and when you fill it out do not enter an apt/unit number in the box and leave no space in the postal code and use ALL CAPS If necessary. Before you start clear your browser and use secret/incognito mode preferably using chrome or Firefox as they work best on the pm site. Do not use the back button. The referral code is halfway down the first page don't forget to enter it. Not sure which plan your choosing...the $35 has the least value the $40 is great with 5gb or if you don't use lot of data then the $25 is good with 1gb. Both qualify for the free month credit.

Re: Sim card activation error

Jujubean — Sat, 14 Dec 2019 23:07:57 GMT

No charge on credit card
I ve tried to re enter
Error msg: sim card not valid; username already used
???

Re: Sim card activation error

Jujubean — Sat, 14 Dec 2019 23:12:15 GMT

Did wait 3hour.

Says my user is already in use and sim not valid. ....

And unable to reach moderators!!!

Re: Sim card activation error

GR — Sat, 14 Dec 2019 23:18:13 GMT

@Jujubean did you get to the submit button when you tried to reach the moderators? If not, keep putting talk to a human until you get to submit. It usually only takes them a few hours to respond lately but can take up to 48 hours

Re: Sim card activation error

Jujubean — Sat, 14 Dec 2019 23:26:35 GMT

Yep tried that also. But since unable to.log ( it says account blocked)

I cannot open a ticket!!!

Can someone open one for.me????