topic Re: New customer having activation issues. in Get Support

New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 12:34:28 GMT

Hello I just subscribed as a new customer. Payment went through but it won’t activate me. Don’t know what to do.

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 12:40:18 GMT

I was able to select a new number but can’t get the code I confirm identity on app. I was trying to set up an esim which was never able to be done. I never got the esim code so can’t get identity code as it was sent to a number I don’t have access to yet.

Re: New customer having activation issues.

esjliv — Thu, 29 Jun 2023 12:42:23 GMT

@Mohawk44 - have you restarted your phone? When you get the option to get the code sent, can you try choosing to RESEND the code a few times? If so, do you get the option to get the code via email?

If still issue contact CSA. Ways to contact them below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well).

3 -Use this link (same as #2) Private Message to Public Mobile Customer Support Agents (CSA)

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 12:46:09 GMT

Thanks for that. I sent them a message. Been trying to activate so I can transfer my number. They took my payment but had activation error. Number was selected but never got email for esim code

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 13:01:22 GMT

I don’t have access to the number since I was never able to activate the esim @esjliv

Re: New customer having activation issues.

esjliv — Thu, 29 Jun 2023 13:04:48 GMT

@Mohawk44 - hopefully you get a response soon from customer support to get this esim code and working for you.

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 13:08:06 GMT

Yes because they took my payment but haven’t sent me anything

Re: New customer having activation issues.

softech — Thu, 29 Jun 2023 13:28:17 GMT

@Mohawk44 wrote:
Yes because they took my payment but haven’t sent me anything

@Mohawk44 you searched your email and don't see anything from Public Mobile? you need to find a welcome email and it has the QR code. Check the junk mail folder

Also, what phone you have to try to activate eSIM?

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 13:41:48 GMT

Yeah I checked junk mail. It’s an iPhone SE 2022. When I signed up it gave me an activation number and said payment went though. That I can to contact in the community

Re: New customer having activation issues.

esjliv — Thu, 29 Jun 2023 13:43:54 GMT

@Mohawk44 wrote:
Yeah I checked junk mail. It’s an iPhone SE 2022. When I signed up it gave me an activation number and said payment went though. That I can to contact in the community

@Mohawk44 - what did it say the community could do for you? community posters are mostly made up of fellow customers.

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 13:44:30 GMT

It didn’t say what to do

Re: New customer having activation issues.

softech — Thu, 29 Jun 2023 13:49:24 GMT

@Mohawk44 if you cannot find the QR code, something got stuck with the activation process.

Please open ticket with PM support by direct message here:

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: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 13:50:55 GMT

I sent customer service a message. Just waiting for them to open and see the message.

Re: New customer having activation issues.

Mohawk44 — Thu, 29 Jun 2023 21:29:37 GMT

That helped. They got it activated and now I’m just trying to get my account information from previous carrier so I can transfer number