topic Re: Unable to Activate My Account in Get Support

Unable to Activate My Account

Robnickname — Mon, 19 Jun 2023 23:56:16 GMT

Hello.

I am unable to login from my phone using the Public Mobile App in order to complete my activation.
When I select Log In from the app it tries to take me to "eversafe.id.telus.com"
All I then see on the screen is a blank page.

I can successfully login to my account using the web browser from my computer but, no option to activate my account there. Must be done via the app?

I require one of two things:
1. A way to solve the activation issue via the app on my phone
2. A way to activate from the web or via customer service

This has been a very frustrating start for a new subscriber...

Re: Unable to Activate My Account

Handy1 — Tue, 20 Jun 2023 00:04:53 GMT

@Robnickname You need to create an ever safe ID . Follow the steps . Or try again but tap forgot Password have code sent to email. Verify it . Create new password .try log in again using new password have code sent to phone verify and you should be logged in . If issues persist please

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Unable to Activate My Account

Robnickname — Tue, 20 Jun 2023 00:27:35 GMT

Thanks for the suggestion. I reset my ever safe password (from laptop web browser). Went back to phone and tried to log in again. Still a blank page. The issue does not seem to be with the id but with being unable to launch ever safe from my phone. I am using Android 11 with Google Chrome. Not sure what the issue is. Is there not a way to activate a new account from outside of the phone? Most other providers do it that way?

Re: Unable to Activate My Account

Handy1 — Tue, 20 Jun 2023 00:33:02 GMT

@Robnickname You should be able to activate from website instead of the app . Find the plan and tap where sit says subscribe online and follow the prompts . If you’re still having issues . Get support to help you . Your almost there

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Unable to Activate My Account

Robnickname — Tue, 20 Jun 2023 00:36:27 GMT

Activation not allowed from the web site. Web site instructs you to download the app and activate from the app. I've sent a message to customer support. Hopefully they can help.

Re: Unable to Activate My Account

Handy1 — Tue, 20 Jun 2023 00:38:39 GMT

@Robnickname Fingers crossed .

Re: Unable to Activate My Account

softech — Tue, 20 Jun 2023 00:43:59 GMT

@Robnickname are you activating eSIM? I wonder why you cannot activate via the web but need to use the app

About the blank page on the app, try to clear app cache and try login again

Re: Unable to Activate My Account

Robnickname — Tue, 20 Jun 2023 01:14:36 GMT

No it wasn't an eSIM. For some reason the ever safe site wasn't opening up via Google Chrome. I downloaded FireFox, set it to my default browser (instead of Chrome) and was able to login and activate via my phone.

Re: Unable to Activate My Account

Handy1 — Tue, 20 Jun 2023 01:15:47 GMT

@Robnickname oh good , we happy to hear you finally got it figured out 😉

Re: Unable to Activate My Account

softech — Tue, 20 Jun 2023 01:17:09 GMT

@Robnickname happy that it works

But I can confirm you Chrome works. Edge works. I never try Firefox myself

But, as long as it works, it's good 🙂