topic Re: Account setup in Get Support

Account setup

limolad — Wed, 05 Jan 2022 21:45:21 GMT

In trying to setup my account and activate my phone, I am constantly told I have entered an invalid sim and referral code. I have entered the sim card number right off the Public Mobile card a number of times and it all looks correct. The referral code I have no idea what is wrong.

Re: Account setup

HALIMACS — Thu, 07 Jan 2021 01:46:16 GMT

Hi @limolad

You may be temporarily locked.

Wait 30 minutes, clear cache & cookies, open an incognito tab and try again.

[EDIT: As far as the referral code goes, make sure if there are zero's "0" or the letter "O" that you're using the correct character - it has caused some to have similar issues, unless you're using the referer's direct link to complete the activation.]

Re: Account setup

limolad — Thu, 07 Jan 2021 01:49:20 GMT

I will try again later after clearing cache etc. Thanks.

Re: Account setup

HALIMACS — Thu, 07 Jan 2021 01:53:23 GMT

@limolad

Just to be certain, you are using a new SIM card, correct? Some have tried to re-use old SIM cards -- they are 1-time use only per account.

Re: Account setup

limolad — Thu, 07 Jan 2021 02:47:34 GMT

I have cleared cookies and cache. I have re-entered all the info. I did get further this time but still get "invalid sim number". I am about to give up. I bought the sim card about five hours ago. All I can think of is to go back and ask for a different sim unless anyone has some other ideas. Extreme frustration has set in to the point where I'm ready to forget the whole thing.

Re: Account setup

limolad — Thu, 07 Jan 2021 02:48:45 GMT

I bought the sim five hours ago.

Re: Account setup

HALIMACS — Thu, 07 Jan 2021 02:50:20 GMT

Where did you get the SIM card?

Re: Account setup

limolad — Thu, 07 Jan 2021 02:51:47 GMT

Walmart. Maybe that was my mistake.

Re: Account setup

JK8 — Thu, 07 Jan 2021 02:56:17 GMT

@limolad wrote:
I have cleared cookies and cache. I have re-entered all the info. I did get further this time but still get "invalid sim number". I am about to give up. I bought the sim card about five hours ago. All I can think of is to go back and ask for a different sim unless anyone has some other ideas. Extreme frustration has set in to the point where I'm ready to forget the whole thing.

Did you get pass the payment? If yes see if your cc is charged and if it is put the sim in your phone and reboot.

Re: Account setup

HALIMACS — Thu, 07 Jan 2021 02:58:33 GMT

@limolad If it were me, I might go back to Walmart and swap it out for a different one. This shouldn't be happening.

Is the 19-digit number on the SIM card the same as the number on the card that it came with it?

Re: Account setup

limolad — Thu, 07 Jan 2021 03:03:40 GMT

Didn't get to the payment area

Re: Account setup

JK8 — Thu, 07 Jan 2021 03:06:18 GMT

@limolad wrote:
Didn't get to the payment area

If you can wait until tomorrow try the live chat for activations.

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

Re: Account setup

limolad — Thu, 07 Jan 2021 03:12:23 GMT

Yes. Both the same.

Re: Account setup

hairbag1 — Thu, 07 Jan 2021 03:26:48 GMT

@limolad wrote:
I bought the sim five hours ago.

Some retailers don't "activate" the vouchers until several hours after the sale. I've even heard that some don't activate for a full 24 hours after sale. Not sure if Wallyworld does or not.

Keep us posted though.

Good luck.

Re: Account setup

HALIMACS — Thu, 07 Jan 2021 03:28:04 GMT

@limolad

The only other thing I can think to try (failing going back to Walmart and insisting for an exchange of the SIM card) is to make sure you've waited at least 60 minutes from the last activation attempt and try doing this on a whole different browser, STILL in incognito mode.

Re: Account setup

JK8 — Thu, 07 Jan 2021 03:30:14 GMT

@limolad wrote:
Yes. Both the same.

Did you wait at least 50 minutes to try again from the time you got the invalid sim message?

Edit: if you keep getting invalid sim contact a moderator to see if that number has been used already.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Account setup

limolad — Thu, 07 Jan 2021 03:38:29 GMT

I will Try again tomorrow. If nothing has changed I'll get a different sim. Thanks to all for the suggestions.

Re: Account setup

limolad — Thu, 07 Jan 2021 03:42:21 GMT

I didn't know the seller had to activate anything. I thought it was simply to buy the sim, take it home and go through the activation process online.

Re: Account setup

JK8 — Thu, 07 Jan 2021 03:44:55 GMT

@limolad wrote:
I didn't know the seller had to activate anything. I thought it was simply to buy the sim, take it home and go through the activation process online.

You are correct. Just buy the sim and activate online. The post above was referring to payment vouchers not SIM cards.

Re: Account setup

limolad — Thu, 07 Jan 2021 17:58:31 GMT

A new day, a new result. After all the activation problems yesterday, today I went through the whole process again and it all went without a hitch and without having to get a new card.

No idea why it wouldn't go smoothly yesterday but it's done.

Thanks again for all the assistance.