topic Re: Error 821 in Get Support

Error 821

Jake8034 — Thu, 06 Jan 2022 06:50:54 GMT

I have an Error 821 code.... what is it and how do I get it fixed

Re: Error 821

hairbag1 — Mon, 19 Apr 2021 22:40:24 GMT

@Jake8034 wrote:
I have an Error 821 code.... what is it and how do I get it fixed

Clear your cache files, try a different web browser. I use Firefox without any issues.

Error 821

Jake8034 — Mon, 19 Apr 2021 22:53:44 GMT

I’ve tried to activate my SIM card... the payment has come off my credit card but I received an 821 error code.... I cannot sign on to my account... it says email and password are invalid

what do I do now.... it says to contact a moderator

Re: Error 821

HALIMACS — Tue, 20 Apr 2021 00:09:44 GMT

@Jake8034

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Error 821

HALIMACS — Tue, 20 Apr 2021 00:12:08 GMT

@Jake8034

Try:

waiting one hour
clearing cache and cookies
open an incognito page
then try again

If that doesn't work, contact a Moderator:

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Error 821

RosieR — Tue, 20 Apr 2021 00:24:58 GMT

@Jake8034 wrote:
I have an Error 821 code.... what is it and how do I get it fixed

Hi @Jake8034 read this Accepted Solution on same topic as yours

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Activating-your-SIM-card/m-p/666975/highlight/true#M136636 by @dabr

Follow that solution

Please keep us posted

Aloha

RosieR

Re: Error 821

gc4 — Thu, 29 Apr 2021 19:41:48 GMT

Same thing happened to me.

This is a joke. I can't even submit a ticket because my logon fails as well.

Fkn incredible.

Re: Error 821

RosieR — Thu, 29 Apr 2021 19:53:08 GMT

@gc4 wrote:
Same thing happened to me.
This is a joke. I can't even submit a ticket because my logon fails as well.
Fkn incredible.

hI @gc4 are you still having problem logging in your self serve account? I only ask because you said "happened" to you.

If not, please try the solutions offered by fellow customers above. If you no longer have this issue, would you please share the solution to your issue? This will help fellow customers who are having the same issue.

RosieR

Re: Error 821

dabr — Thu, 29 Apr 2021 19:52:42 GMT

@gc4 If your issue is with the chatbot and unable to submit a ticket, then the alternative method to contact moderators is to private message Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

The response can take anywhere from 1-48 hours (usually under 2 hours) and will appear in the envelope icon (next to your avatar), so keep checking regularly.

You can also share a few details of what your problem is and someone in the community might be able to offer suggestions/advice which might resolve the issue quicker than waiting for a response from moderators as long as it doesn't require account access which only moderators can access.

Re: Error 821

gc4 — Thu, 29 Apr 2021 19:55:00 GMT

Hi,

Thanks for your response.

None of the solutions are working.

I am not ready to try to activate my sim card again because the same problem will likely occur.

All I want is to be reimbursed for the faulty sim card activations.

Cheers

Re: Error 821

Anonymous — Thu, 29 Apr 2021 20:00:41 GMT

@gc4 : If you decide to try again, I highly suggest using a different browser or clearing cache/site cookies or using incognito/privacy mode.

Has you payment method been charged? What happens if you insert the SIM in your phone? Did you also try to transfer a number from elsewhere?

Don't forget to use a referral code to get a $10 credit after activation.

Re: Error 821

dabr — Thu, 29 Apr 2021 20:06:07 GMT

@gc4 wrote:
Hi,

Thanks for your response.
None of the solutions are working.

I am not ready to try to activate my sim card again because the same problem will likely occur.
All I want is to be reimbursed for the faulty sim card activations.

Cheers

@gc4 Sorry to hear about the faulty SIM. You'll still need to contact moderators for any reimbursement, although PM is prepaid so most likely PM might give an account credit which, of course, won't happen until you can activate your account.

Hopefully, the moderators will try to make it right for you. Good luck and thanks for explaining what happened.

Re: Error 821

gc4 — Thu, 29 Apr 2021 20:06:11 GMT

Hi, thanks for reaching out.

I tried twice, and my CC got charged twice.

Nothing happens when I put the sim card in my phone.

And I did try to transfer a number from Koodo in Canada.

Thanks

Re: Error 821

dabr — Thu, 29 Apr 2021 20:07:41 GMT

@gc4 wrote:
Hi, thanks for reaching out.
I tried twice, and my CC got charged twice.
Nothing happens when I put the sim card in my phone.
And I did try to transfer a number from Koodo in Canada.
Thanks

@gc4 Is your Koodo number prepaid? That always requires moderators assistance to port over.

Re: Error 821

gc4 — Thu, 29 Apr 2021 20:09:33 GMT

No, but the number might have been de-activated.

That still wouldn't explain why on earth they charge you if it doesn't work.

Very sketchy, but thanks anyways.

Re: Error 821

dabr — Thu, 29 Apr 2021 20:14:05 GMT

@gc4 wrote:
No, but the number might have been de-activated.
That still wouldn't explain why on earth they charge you if it doesn't work.
Very sketchy, but thanks anyways.

@gc4 Yes sometimes glitches happen which can and will be fixed if you contact moderators and explain the situation. They will always try to resolve the issue, although it can take several messages back and forth between them and you. So send them a message using the links already provided and I'm sure they will sort it out.

Edit: BTW if the number was originally issued from Koodo/Telus, then moderators should still be able to help you as PM is also owned by Telus.

Re: Error 821

gc4 — Thu, 29 Apr 2021 20:16:16 GMT

Thanks. I'm in touch with a moderator at the moment.

Login problems

Chamberlian — Wed, 05 May 2021 14:43:01 GMT

I know that you've figured this one out, but for the next person, because it is not obvious:
your Public Mobile Community login and your Public Mobile (billing) Account login are entirely separate
and the system has you use your Community login to submit a ticket for problems with your billing Account (not your billing Account login, as might be expected)
and you can always make a new Community login to submit a ticket if the old one is not working.

Re: Error 821

Kiwi38 — Thu, 20 May 2021 02:07:17 GMT

I have the same issue. it says to submit a ticket. I can't do that because I cannot activate my sim and I don't have a public mobile number etc to verify my identity.

Re: Error 821

hTideGnow — Thu, 20 May 2021 02:16:52 GMT

@Kiwi38 You got this when you try to activate a new line?

First, did you get past the payment section, if so, check if you credit card got charged. If so, the account was in fact activated. Insert your SIM and reboot your phone, then see if you have any services.

If you did not get past the payment section:

Wait an hour (since SIM locks for that long)
clear your browser's cache and cookies or try a different browser
open a tab in incognito mode
then try the activation again

If you did get charged,