topic Re: Subscription not activated?? in Get Support

Subscription not activated??

timtam013 — Fri, 18 Aug 2023 02:59:23 GMT

I got this freaking annoying message and now the app is totally frozen! Can anyone help me?

Re: Subscription not activated??

Handy1 — Fri, 18 Aug 2023 03:02:26 GMT

@timtam013 Please submit ticket with support to help

private message To CS_Agents click

VVVVV Link below VVVVV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Subscription not activated??

timtam013 — Fri, 18 Aug 2023 03:25:44 GMT

It says I'm at step 6 of 6. I'm trying to transfer my number from a Koodo monthly account and after putting in my IMEI number is where it stopped. I have a physical SIM in it right now, should I have put in the IMEI2?

Of course it happily took my money already...

Re: Subscription not activated??

softech — Fri, 18 Aug 2023 03:52:51 GMT

@timtam013

Koodo "monthly account", you menat prepaid or postpaid?

For Koodo Postpaid, you will need to put in Koodo account number instead of IMEI to avoid error

For Koodo Prepaid, you will need to pick a new number first. Once fully activated, you will then open a ticket with PM support for manual porting

Re: Subscription not activated??

timtam013 — Fri, 18 Aug 2023 03:56:02 GMT

Postpaid… yeah I wish I’d known that… do you know how to restart the process?

Re: Subscription not activated??

softech — Fri, 18 Aug 2023 04:01:12 GMT

@timtam013

What was the error message you got?

can you close and relaunch the app and does it let you continue at Step 6 to provide the account number again?

If not, you can message support as advised above

Re: Subscription not activated??

Lia4587 — Thu, 21 Sep 2023 17:39:07 GMT

I have the exact same problem. I put in my Koodo IMEI and the app is stuck on step 6 with “subscription not activated” error. I messaged support but they were no help, they told me to buy a physical SIM even though I chose eSIM and paid for my plan already.

I tried continuing the activation on the website but when I click “resume activation” it says my login information is incorrect and that my email is not registered, even though I’m already logged in.

What am I supposed to do?

Re: Subscription not activated??

timtam013 — Thu, 21 Sep 2023 18:35:44 GMT

Man, I'm sorry. It was super frustrating. I couldn't resolve it, and had to send a message to @CS_Agent. Whoever it was that day solved it, but yeah, I think it's *supposed* to be a lot easier than this!

Re: Subscription not activated??

Handy1 — Thu, 21 Sep 2023 18:37:47 GMT

@Lia4587 You need to complete the activation on the app and just use Koodo account number ignore the IMEI . Will send you porting team number incase you have issues with port private message

Re: Subscription not activated??

Lia4587 — Thu, 21 Sep 2023 22:37:03 GMT

Hmm I guess there is a way to fix it then. I’ll have to message again and hopefully someone who knows will answer 🤞

Re: Subscription not activated??

Lia4587 — Thu, 21 Sep 2023 22:38:39 GMT

But I can’t complete it on the app because it’s stuck on the error page. It won’t let me go back and try again. I tried logging out and deleting the app, it’s just stuck on that page. I’ll check my DMs, thanks.

Re: Subscription not activated??

Handy1 — Thu, 21 Sep 2023 22:39:51 GMT

@Lia4587 Here’s the link to support

send a private message To CS_Agents click

VVVVV Link below VVVVV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Subscription not activated??

Lia4587 — Thu, 21 Sep 2023 23:04:56 GMT

I’ve already been messaging with them the whole day but it seems they don’t know either 😞