topic Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either in Get Support

Challenge - Activating Your SIM Card failed - Can't submit ticket either

BladedThoth — Thu, 06 Jan 2022 09:04:42 GMT

Migrating in from Telus, I've successfully moved (ported) two lines. Upon porting the third, I got this error during activation:

Oops! Looks like something went wrong when activating your account.

Error Code: 821

Says to submit a ticket.

Create a community account, then try to sign in on the Ticket page, and it says "Error logging in". I've tried incognito, another computer, nothing.

Checked credit card, the credit card was charged the full amount. Did receive the welcome text, but not the port in text message either. Tried to sign into the account that was created, and tried a Forgot Password on the account, to no avail.

Really stuck on what to do next besides wait for Chat to open.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

softech — Sat, 27 Nov 2021 02:24:57 GMT

@BladedThoth First, DO NOT try activating again for at least an hour.

Sometimes, this error is just a web site error but the backend already activated your account

~~Wait the hour first, try put the SIM in and check if it is connecting to PM network. If not connecting, Then confirm on your Credit card account if PM charged you money yet.~~

~~if you confirmed that the SIM is not connecting and PM has not charged your credit card then, then you can try activate again but do one of these~~

~~1. try on a different browser Chrome/Edge/Firefox.~~

~~2 try on Incognito Mode/InPrivate Mode~~

~~3. try clear cache first , reboot browser~~

~~4. try on another computer~~

~~a reminder, make sure you are aware of the current Black Friday deal:~~

~~[Update] Black Friday deals are here! Don’t miss o... - Community (publicmobile.ca)~~

Sorry, missed the line about OP already checked credit card was charged

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

0PX9O4 — Sat, 27 Nov 2021 01:57:22 GMT

@BladedThoth

I would recommend you send a private message to @CS_Agent with the details to this problem. They will be able to fix it for you, likely within 1 day.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

BladedThoth — Sat, 27 Nov 2021 02:03:50 GMT

@0PX9O4 I have done this. Thank you. 🙂

@softech Thank you. As indicated in my post, I had done these steps already, credit card was charged and it sort of seems like it was activated, but can't log into the self-serve account and didn't get the port confirmation text to the old SIM/phone.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

softech — Sat, 27 Nov 2021 02:06:42 GMT

@BladedThoth then yes, it was activated and assistance from PM support is the way to go.

They can fix this easily once they got your ticket and confirm your identity. Keep checking on the envelop icon on the top right, PM support will communicate with you via messaging you there.

if you still not hear anything by tomorrow , I suggest you to open another ticket to give a push.

Let us know how it goes.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

BKNS27 — Sat, 27 Nov 2021 02:23:09 GMT

@BladedThoth

Also remember to use a different email address for each of your lines.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

0PX9O4 — Sat, 27 Nov 2021 02:36:11 GMT

Hoping for a prompt resolution, I'll be keeping my fingers crossed for you @BladedThoth !

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

BladedThoth — Sat, 27 Nov 2021 03:53:51 GMT

I was talking to someone, but I'm assuming they're off now. Hope for a resolution tomorrow. 🙂

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

pkaraa — Sat, 27 Nov 2021 06:21:48 GMT

@BladedThoth I was talking to someone, but I'm assuming they're off now. Hope for a resolution tomorrow.

You have received the welcome text, you might be able to make calls but probably can not receive calls... right.

When any of the CS agents comes online the ticket will be picked up and work towards the solution will continue. But being Friday night, it is probably be done tomorrow morning.

Keep us posted.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

esjliv — Sat, 27 Nov 2021 12:34:24 GMT

@BladedThoth wrote:
Migrating in from Telus, I've successfully moved (ported) two lines. Upon porting the third, I got this error during activation:
Oops! Looks like something went wrong when activating your account.
Error Code: 821
Says to submit a ticket.
Create a community account, then try to sign in on the Ticket page, and it says "Error logging in". I've tried incognito, another computer, nothing.
Checked credit card, the credit card was charged the full amount. Did receive the welcome text, but not the port in text message either. Tried to sign into the account that was created, and tried a Forgot Password on the account, to no avail.
Really stuck on what to do next besides wait for Chat to open.

@BladedThoth

Ok, you were charged, Do you have any services on the new SIM?

Try one or more of the below:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

You said you activated more than one account - did you use a different email for each activation? Each SIM account needs a different email. This could be connected to not being able to log in, if same emails were used.

I will Private Message you the Telus Porting Number, since you did not receive the text to approve the port, there could be an issue there. CHECK your INBOX.

Alternatively, rather than using SIMbot, send a message directly to CSA by using this link:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

0PX9O4 — Sat, 27 Nov 2021 19:15:03 GMT

@BladedThoth wrote:
I was talking to someone, but I'm assuming they're off now. Hope for a resolution tomorrow. 🙂

Any update yet?

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

Anonymous — Sat, 27 Nov 2021 19:26:31 GMT

@BladedThoth

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

if you stuck with Transferring your old Phone Number,

Here’s how to contact Customer Support Agent by CS_Agent,

you need to send a private message to Customer Support Agent by CS_Agent, by Click Here link.

please include in your message,
phone number,
which carrier,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck.....

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

BladedThoth — Sat, 27 Nov 2021 19:30:11 GMT

Number ported, SIM is working, had to make a log in account but all seems to be working. No response from support yet, but obviously doing their stuff. Thank you all for the help.

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

0PX9O4 — Sun, 28 Nov 2021 17:16:08 GMT

@BladedThoth

Woohoo! Welcome to PM, hope you stick around here in the community!

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

softech — Sun, 28 Nov 2021 17:22:31 GMT

@BladedThoth wrote:
No response from support yet, but obviously doing their stuff.

it started working.. curious, how many hours after activation?

@BladedThoth wrote:
had to make a log in account .

You have no issue with making the login for My Account or run into problem too?

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

BladedThoth — Mon, 29 Nov 2021 03:33:59 GMT

I will try to keep my nose around. 🙂

Re: Challenge - Activating Your SIM Card failed - Can't submit ticket either

0PX9O4 — Mon, 29 Nov 2021 15:21:40 GMT

@BladedThoth wrote:
I will try to keep my nose around. 🙂

I hear they recently increased the attachments limit. You may even be able to keep the rest of yourself around 😏