topic Re: New activation in Get Support

New activation

mamabear111 — Sat, 19 Aug 2023 05:59:04 GMT

I recently described and was not able to keep my old number

However the problem is even with the new sim and the new number it is still not working

Getting into the account it says we need to verify your identity

So enter the code we sent to the new number

Except the phone still says unregistered sim and phone not allowed

So I don't get the code!!

Re: New activation

JRod — Sat, 19 Aug 2023 06:37:18 GMT

Hello @mamabear111

Have you tried completely powering off the phone and then turning it back on? If that doesn’t work you can also try to go into your cellular settings and then into network selection, try turning off automatic and manually selecting Public Mobile, then reboot.

If those don’t work try resetting your password in order to try and get into the account. You should also be able to hit re-send code a few times before having a “didn’t receive code” option. This will allow you to have the code sent to your email instead.

If all of this doesn’t work and you still require assistance I’d recommend reaching out to customer service.

The below link will allow you to private message a customer support agent directly in order to get support.

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

Keep an eye on your mailbox here as that is where your reply will come in.

Re: New activation

BKNS27 — Sat, 19 Aug 2023 08:29:20 GMT

@mamabear111

Your phone sounds like it might be locked by another carrier.

What is the make and model of your phone?

Re: New activation

mamabear111 — Sat, 19 Aug 2023 10:01:01 GMT

Galaxy A50

Re: New activation

BKNS27 — Sat, 19 Aug 2023 15:45:09 GMT

@mamabear111

The Samsung A50 was introduced in 2019 so it shouldn’t be locked since carrier shouldn’t lock phones after 2017.

Did your phone work with other SIMs?

Re: New activation

hTideGnow — Sat, 19 Aug 2023 15:50:31 GMT

HI @mamabear111

Sound like it is the usual account setup problem and sim card not properly setup on the system. Submit a ticket with agent and they can help.

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

And the old phone number you want to get back, if you got it from PM when you activated before, maybe PM agent can reassign you back. You can ask them on the same ticket

Re: New activation

mamabear111 — Sun, 20 Aug 2023 20:33:41 GMT

Yes

Re: New activation

BKNS27 — Sun, 20 Aug 2023 20:55:23 GMT

@mamabear111

I would suggest you contact a CS_Agent by private messaging at:

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