topic Re: Activation Issues in Get Support

Activation Issues

carz — Tue, 04 Apr 2023 18:46:43 GMT

My wife opened an account and thought that the sim card was activated correctly. Apparently the phone number was not transferred, therefore she can call out but incoming calls go straight to voicemail. Adding to the problem, when she opened the account she input the wrong email address and is unable to gain access to retrieve email notifications, gain access to community or open a ticket. I tried to help through my account but I was unable to help because I am not the account owner.

I am stuck for a viable solution, I would appreciate any help with this matter.

Thank you.

Re: Activation Issues

softech — Tue, 04 Apr 2023 18:31:38 GMT

@carz

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins. If you are not receiving calls and text on your PM sim card, and only outgoing calls, wok then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

For email, you need to open ticket to have PM support to change the email address for you

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Activation Issues

Tsawwassen — Tue, 04 Apr 2023 18:35:43 GMT

I think that you should contact CS through your account outline the situation --- and hopefully they will guide you to the solution.

Re: Activation Issues

Meow — Tue, 04 Apr 2023 18:53:53 GMT

Email only agent can update.

Community email has to be in sync with account email only if you want to participate in Community and get some rewards for participation. Otherwise you can use any email to open community account.

If porting failed you can try to initiate transfer again; keep old SIM in a phone, reply Yes within 90 min.

Re: Activation Issues

computergeek541 — Tue, 04 Apr 2023 19:01:18 GMT

@Meow wrote:
Email only agent can update.
Community email has to be in sync with account email only if you want to participate in Community and get some rewards for participation. Otherwise you can use any email to open community account.
If porting failed you can try to initiate transfer again; keep old SIM in a phone, reply Yes within 90 min.

Please be awaere that Public Mobile doesn't have support over e-mail.

Re: Activation Issues

carz — Tue, 04 Apr 2023 21:58:48 GMT

Thank you.