topic Unable to login to public mobile account in Get Support

Unable to login to public mobile account

VarunSikka — Mon, 29 May 2023 18:38:37 GMT

I am unable to login my account on public mobile. Every time I login, it says you have active public service and confirm your full access by verifying mobile number. But I was never able to install esim while subscribing.
Now I am stuck and unable to order physical sim, or do anything else because I cannot login to public mobile account anywhere.
the customer support agent is only forwarding public help articles and not understanding/ or unwilling to help.

I neither have esim nor I ever ordered physical sim, because while subscribing i selected esim.

what are my options here?

Re: Unable to login to public mobile account

softech — Mon, 29 May 2023 18:42:38 GMT

@VarunSikka you don't have any other line with PM using the same email address, do you? Just a reminder, PM system is one email and one line. If you are activating new lines, you need a different email

if the email part is not the reason, you will probably need support the look into the eSIM activation, possibly reset you a new QR code to install the eSIM profile

Private message CS agent at

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

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

Re: Unable to login to public mobile account

Handy1 — Mon, 29 May 2023 18:43:23 GMT

@VarunSikka First try resetting network setting and see if that helps ,,, try and hit resend fee time to see if you get option for email instead for verification and lastly support

while your already here and logged in the community

you can send a private message To CS_Agents by clicking >>>>>>>>here.

Watch for reply top of page to the

Right ( envelope image )

Re: Unable to login to public mobile account

hTideGnow — Mon, 29 May 2023 18:44:19 GMT

HI @VarunSikka not sure which step you are at with the eSIM activation.

But if you got to the eSIM installation, try to reset all network.

If that doesn't help, then submit a ticket with CS agent https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to login to public mobile account

VarunSikka — Mon, 29 May 2023 18:47:30 GMT

Hi @softech

It is a new account, and new subscription. I tried to send message to support agent. But they are not sending the esim QR code again, stating cannot resend without reactivation. While subscribing, i tried to install esim but was not able to install due to errors. And now my account says to verify the mobile number. It’s stuck at the step where the system assumes I have esim installed, but it was never installed.

Re: Unable to login to public mobile account

softech — Mon, 29 May 2023 18:49:22 GMT

@VarunSikka so, you have been working with agent via messaging already ( i don't meant Chatbot, I meant message with agent via Community inbox)

did they suggest you to change to phsyical sim?

Re: Unable to login to public mobile account

VarunSikka — Mon, 29 May 2023 18:51:15 GMT

Yes, he just sent me a link to get a physical sim. I am looking at nearby locations where I can get a physical sim.

I guess I have to visit the store (Telus store), no other option.

Re: Unable to login to public mobile account

Handy1 — Mon, 29 May 2023 18:52:44 GMT

@softec oops I mean @VarunSikka Call around to local Telus or Koodo store to see they have in stock , make life lil easier

Re: Unable to login to public mobile account

VarunSikka — Mon, 29 May 2023 18:52:35 GMT

Hi @hTideGnow

I believe only option for me is to go to store and get a physical sim. I wasn’t able to install esim during subscription, and now my account is at the step where it assumes I have sim installed and asking me to verify my number.

Re: Unable to login to public mobile account

VarunSikka — Mon, 29 May 2023 18:53:07 GMT

@Handy1 I don’t have any esim installed, nor ever ordered a physical sim. I cannot reset it

Re: Unable to login to public mobile account

softech — Mon, 29 May 2023 18:53:22 GMT

@VarunSikka Yes, get physical sim from local Telus/Koodo/Mobile Klink store. Call and check availability before you go

or via Amazon https://www.amazon.ca/gp/product/B07R6P5KBB/ref=ox_sc_act_title_1?smid=AD2L5SKHPCC6Q&psc=1 (Free Prime Shipping)

Do not try to order from PM site, it will take too long to arrive