topic Re: Always failed when activate new sim card at payment phase in Get Support

Always failed when activate new sim card at payment phase

merlin_h — Wed, 05 Jan 2022 21:24:02 GMT

Hi PM team:

I bought a new PM sim card and tried to activate it.

Everytime at the payment phase, when I input my credit card info, chose "register to auto pay" and click "activate", there is error info showed off saying can not active the credit card and ask me to input the info correctly again.

However, I am sure I input the correct info and I tried two credit cards while still failed!

I also made phone call to my bank to ensure my credit card is OK.

I also switched web browsers from Chrome to Edge, tried two laptops, even tried both Linux and Windows OS to repeat the activation process, however, no matter how hard I tried, it always failed at the same phase!

So could you help me to offer me a solution or I will never us PM.

Re: Always failed when activate new sim card at payment phase

JoyLuck — Mon, 07 Dec 2020 22:38:11 GMT

@merlin_h

Use the live chat for activations.

https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

Re: Always failed when activate new sim card at payment phase

RossN — Mon, 07 Dec 2020 22:39:18 GMT

@merlin_h wrote:
Hi PM team:
I bought a new PM sim card and tried to activate it.
Everytime at the payment phase, when I input my credit card info, chose "register to auto pay" and click "activate", there is error info showed off saying can not active the credit card and ask me to input the info correctly again.
However, I am sure I input the correct info and I tried two credit cards while still failed!
I also made phone call to my bank to ensure my credit card is OK.
I also switched web browsers from Chrome to Edge, tried two laptops, even tried both Linux and Windows OS to repeat the activation process, however, no matter how hard I tried, it always failed at the same phase!
So could you help me to offer me a solution or I will never us PM.

@merlin_h hi did you insert your sim to see if it worked?

Re: Always failed when activate new sim card at payment phase

will13am — Mon, 07 Dec 2020 22:40:12 GMT

@merlin_h , too many failed attempts with a credit card will cause the card to be locked. This is likely what has happened. Contact the moderator team for assistance as already recommended.

Re: Always failed when activate new sim card at payment phase

Luddite — Mon, 07 Dec 2020 22:41:12 GMT

@merlin_h Please check your credit card for any charges. If any, stop trying to activate and contact the moderators.

Re: Always failed when activate new sim card at payment phase

Anonymous — Mon, 07 Dec 2020 22:43:32 GMT

@merlin_h : Check your payment card for any actual charges.

Don't use the apt# field. Type your address exactly like your billing address of the card. Use just 6 characters for postal code. Either no space or drop last digit.

@will13am: who said anything about contacting moderators? 🙂 There's always somebody. But nobody had! 🙂

Re: Always failed when activate new sim card at payment phase

will13am — Mon, 07 Dec 2020 22:46:42 GMT

@Anonymous wrote:
@merlin_h : Check your payment card for any actual charges.
Don't use the apt# field. Type your address exactly like your billing address of the card. Use just 6 characters for postal code. Either no space or drop last digit.

@will13am: who said anything about contacting moderators? 🙂 There's always somebody. But nobody had! 🙂

Color me mixed up! Sorry about that. I am thinking about one thread and typing in another.

Re: Always failed when activate new sim card at payment phase

merlin_h — Mon, 07 Dec 2020 22:48:19 GMT

Thank you all guys!

Checked my bank account and so far no money transferred record.

I am trying to contact the team by live chat, however, looks like lots of people in the waiting pipe.

Re: Always failed when activate new sim card at payment phase

kb_mv — Mon, 07 Dec 2020 22:50:26 GMT

@will13am wrote:
@Anonymous wrote:
@merlin_h : Check your payment card for any actual charges.
Don't use the apt# field. Type your address exactly like your billing address of the card. Use just 6 characters for postal code. Either no space or drop last digit.

@will13am: who said anything about contacting moderators? 🙂 There's always somebody. But nobody had! 🙂
Color me mixed up! Sorry about that. I am thinking about one thread and typing in another.

@will13am Maybe not! I posted a reply second with that info. I went to correct a typo and it disappeared into the "Moderator Review" bin.

Re: Always failed when activate new sim card at payment phase

JoyLuck — Mon, 07 Dec 2020 22:55:23 GMT

@merlin_h

This is a fyi. Anytime you do anything in self service on PM do the following. Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode.

Re: Always failed when activate new sim card at payment phase

merlin_h — Mon, 07 Dec 2020 22:57:21 GMT

Thank you.

I tried these tips, too.

However no improvement.

Re: Always failed when activate new sim card at payment phase

popping — Mon, 07 Dec 2020 22:58:29 GMT

@merlin_h wrote:
Thank you.
I tried these tips, too.
However no improvement.

Make sure the credit card address matches what is on your statement.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.

Re: Always failed when activate new sim card at payment phase

JoyLuck — Mon, 07 Dec 2020 23:01:03 GMT

@merlin_h wrote:
Thank you.
I tried these tips, too.
However no improvement.

Here is the URL for PM moderator support you can have a look at:

https://www.publicmobile.ca/en/bc/get-help/articles?category=customer-support