topic Re: Can't complete sim activation. in Get Support

Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 16:28:14 GMT

I've been public mobile for nearly 5 years now.
I recently got a new sim, and was going to transfer a long standing landline.
When I started the activation process, I created a new account for the number, but then got this error immediately after it was created.

I can not restart the process, because it says the e-mail already exists, and I can not log in, because when I do, I get this error. Please help.

Re: Can't complete sim activation.

esjliv — Thu, 13 Jul 2023 16:44:35 GMT

@Sire_Williamson - are you transferring the number into an existing public mobile account? If so see how to transfer your number through My Account:

https://www.publicmobile.ca/en/on/get-help/articles/transfer-your-number

OR, are you transferring your number into a brand new public mobile account? You need a unique email per each account. Also, you need to activate the new account through the public mobile app.

Re: Can't complete sim activation.

Yummy — Thu, 13 Jul 2023 16:44:43 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

If everything fails contact agent to avoid any more serious issues.

Re: Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 16:56:10 GMT

I'm transfering to a brand new account, and I created that new account. It was after I created that account that it failed. The account will not let me log in, to continue the activation process.

Re: Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 16:56:33 GMT

That all didn't work.
I have submitted a ticket.

Re: Can't complete sim activation.

BKNS27 — Thu, 13 Jul 2023 17:03:08 GMT

@Sire_Williamson

You will need a second email address to port your landline over to PM.

Your first email address is for your existing 5 year cell service.

Clear the cache and go incognito on your browser then create a new account with a new email for porting over your landline.
Note that it may take a week to complete the porting for landline.

Re: Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 17:06:07 GMT

I know, I did that. I used a new e-mail address, and did all that cache clearing. It does nothing to fix the problem.

Re: Can't complete sim activation.

esjliv — Thu, 13 Jul 2023 17:12:21 GMT

Can they help you here @Sire_Williamson

Click this link to use the: Public Mobile Online Activation Assistance

Re: Can't complete sim activation.

esjliv — Thu, 13 Jul 2023 17:13:52 GMT

@Sire_Williamson - when you started the activation in the app, did you get an option to choose the "I already have a SIM card" ?

Re: Can't complete sim activation.

BKNS27 — Thu, 13 Jul 2023 17:19:02 GMT

@Sire_Williamson

No problem, you didn’t state what you did on your posting so I thought this could be the issue.

Since you submitted a ticket, just wait for an Agent to investigate your issue.

Re: Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 17:22:07 GMT

Not able to get that far.

Re: Can't complete sim activation.

Sire_Williamson — Thu, 13 Jul 2023 17:22:25 GMT

Talking with them now.