topic New activation not working in Get Support

New activation not working

Redline22 — Mon, 13 Mar 2023 20:19:58 GMT

Hello, I've been trying to activate a new Sim card, but it keeps saying information is incorrect at the payment screen. Is there an issue with the site?

Re: New activation not working

dabr — Mon, 13 Mar 2023 20:37:03 GMT

@Redline22 Just to clarify, this is a new activation and not a SIM change?

If it's a new activation, first check to see if your card has been charged. If there's no pending charge on the CC then retry the activation again using private/incognito mode or another browser.

If you still encounter issues, then contact support by submitting a ticket via chatbot here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket, then send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New activation not working

HALIMACS — Mon, 13 Mar 2023 20:38:53 GMT

@Redline22

Are you using a Canadian-issued credit card or a visa/mastercard debit?

Try using a desktop or laptop device.

Re: New activation not working

BKNS27 — Mon, 13 Mar 2023 21:14:15 GMT

@Redline22

If you are using a voucher, it can’t be done online. You will need a CS_Agent to help you complete the payment section.

Re: New activation not working

Redline22 — Mon, 13 Mar 2023 23:33:31 GMT

I've tried 2 credit cards and a debit Visa, all good standing, didn't work. I've tried on 2 different computers and mobile and different internet sources since last post, nothing worked which points to something wrong with the site. I've started a ticket to do a manual setup with an agent.

Re: New activation not working

BKNS27 — Mon, 13 Mar 2023 23:57:24 GMT

@Redline22

Yes, a CS_Agent can help you activate your SIM.

Re: New activation not working

dust2dust — Tue, 14 Mar 2023 00:01:08 GMT

You're sure you're entering the billing address postal code of the credit card? Not the new customer (if not you)?