topic Re: Unable to complete activation in Get Support

Unable to complete activation

bnuggets — Mon, 31 Jul 2023 00:11:05 GMT

Hi,

I've been trying to activate a new account. In the app when I enter the IMEI and try to continue it pops up the following:

Invalid IMEI / Account Number

The IMEI or Account number doesn't match the phone number you entered....

I've triple checked the IMEI, and my phone number, but every time I get this message. How do I resolve this?

Re: Unable to complete activation

dust2dust — Mon, 31 Jul 2023 00:12:19 GMT

Just use the account number.

Re: Unable to complete activation

softech — Mon, 31 Jul 2023 00:13:12 GMT

@bnuggets

it's better to put in account number of your previous provider, less chance of error. Please provide account number instead

Re: Unable to complete activation

bnuggets — Mon, 31 Jul 2023 13:00:56 GMT

@softechIt's a PhoneBox account, with Telus providing the service. The PhoneBox account number does not work either.

Re: Unable to complete activation

bnuggets — Mon, 31 Jul 2023 13:02:42 GMT

@dust2dust No joy. It's a PhoneBox account, with Telus providing the service. The PhoneBox account number does not work either. The app does not list PhoneBox as a provider, so I picked Telus, as that's the real provider. Maybe the mismatch is there.

Re: Unable to complete activation

softech — Mon, 31 Jul 2023 13:06:09 GMT

@bnuggets

you should be able to port in your number, Phonebox with Telus providing the servcie, without problem. But for peace of mind, check the eligibility here first

https://secure.koodomobile.com/checktransfereligibilityparrot/checkSingle.do

Once confirmed, go back to activation and choose a new number instead of porting. This is temporary only

And once activated, you can then request porting again yourself via My Account's Profile page. If that still gives you error, you will then open ticket with PM support and ask them to help to submit the porting request for you. You can message them at that time 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: Unable to complete activation

esjliv — Mon, 31 Jul 2023 14:56:02 GMT

@bnuggets wrote:
@dust2dust No joy. It's a PhoneBox account, with Telus providing the service. The PhoneBox account number does not work either. The app does not list PhoneBox as a provider, so I picked Telus, as that's the real provider. Maybe the mismatch is there.

Can this team help you @bnuggets

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

Re: Unable to complete activation

bnuggets — Mon, 31 Jul 2023 21:08:17 GMT

@softech

Okay I used a new number instead and that proceeded okay. Then when I tryied to port in a new number it has this error in the app:

"We are unable to transfer your phone number at the moment. Sorry for the inconvenience"

Trying the PM support now.

Re: Unable to complete activation

softech — Mon, 31 Jul 2023 21:12:18 GMT

@bnuggets should not be an issue as it is simply a port in from Telus (Yes, Phonebox with service provided by Telus)

Let us know how it turns out