topic Re: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4) in Get Support

Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

Destinea — Fri, 16 Jun 2023 23:14:16 GMT

When going to the Public Mobile webpage and logging in, it redirects you to "continue with activation". It shows payment complete and a check mark on 3 of the 4 steps. It tells me to download and install the public mobile app to Activate the account. (There is nothing further that can be done on the web page).

After installed the app and opening it, it asks for email and password, to which, both are entered. It then reverts back to the log in screen. I have tried several times, each time (and yes the email and PW are correct), it reverts back to the log in screen. I have uninstalled the app, and reinstalled, and same issue.

Help.

Re: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

softech — Fri, 16 Jun 2023 23:17:35 GMT

@Destinea are you trying to activate esim? if so, that could by why they want you to use the app

and after you enter email/pw, did it say it will send you a 2FA code?

I think you need to open ticket with support and they can advise. Especially if it is eSIM activation, they will email you the QR code (and actually, check your email and see if the system already send you the QR code to install the eSIM profile)

To message support for further help:

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: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

Destinea — Fri, 16 Jun 2023 23:19:15 GMT

Thanks for a quick response. However, it is Not an esim, as the phone is not esim compatible. It is just a regular sim card.

How does one go about to contacting customer support if I cannot activate or access my account as I am stuck on step 4?

Re: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

softech — Fri, 16 Jun 2023 23:20:23 GMT

@Destinea you entered the sim card number during activation?

to message support for further help:

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: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

Destinea — Fri, 16 Jun 2023 23:23:13 GMT

No, therein lies the issue. I cannot get to the sim card activation and it does not get past the log in page in the app, and the website is stuck on final confirmation with nothing to click to get to step 4, only stating to use the app.

Re: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

softech — Fri, 16 Jun 2023 23:26:30 GMT

@Destinea can you go back to continue the activation with the browser, I don't think you really need the app to complete the process.

Anyway, please message support as well to get them look into it

Re: Sim Received & Installed, Payment Complete, App DL'd... Cannot Activate Account (Step 4)

Destinea — Fri, 16 Jun 2023 23:30:43 GMT

@softech Unfortunately, no. The website automatically redirects me to /en/bc/activation/final-confirmation, two options, go back to log in screen, or continue with activation. From there, its the thread. I shall attempt to message support. ty for all your assistance.