topic Re: Activation failed in Get Support

Activation failed

Malcs — Thu, 24 Aug 2023 19:53:04 GMT

Hello,

My payment went through but when activating on the public mobile app the activation failed and only said to contact support. The live chat agent told me to post here.

Re: Activation failed

hTideGnow — Thu, 24 Aug 2023 19:54:14 GMT

HI @Malcs

is it about eSIM failed? if it is, check the email and scan the QR code to install the eSIM

if it is not eSIM or if scanning QR does not work, submit a ticket with CS agent here:

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

Re: Activation failed

Malcs — Thu, 24 Aug 2023 19:58:48 GMT

Thank you for the link to contact support. I had not received any emails other than my order confirmation. I will wait for the agent to reply.

Re: Activation failed

Priority — Thu, 24 Aug 2023 19:59:40 GMT

If you go back into the app, instead of pressing 'Shop Subscription Plans' tap on 'Log In' and sign in with the New Email and Password you've already created and it should let you pick up and resume Activation from where ever you left off or wherever the Activation failed.

Re: Activation failed

Malcs — Thu, 24 Aug 2023 20:13:22 GMT

Logging back in to the app brings me back to the step 6 of 6 activation failed screen. No other options.

Re: Activation failed

hTideGnow — Thu, 24 Aug 2023 20:14:15 GMT

HI @Malcs

so, you are activating eSIM then?

what phone do you have?

Re: Activation failed

Malcs — Thu, 24 Aug 2023 20:16:01 GMT

Samsung Galaxy s22+

Re: Activation failed

hTideGnow — Thu, 24 Aug 2023 20:20:03 GMT

HI @Malcs

S22+ for sure will work with eSIM

keep checking the email to see if the Welcome email came (check spam folder) , the QR code is there

and of course, keep checking the Community inbox for agent's reply. But today, agent will reply slower than usual 😞

Re: Activation failed

Malcs — Thu, 24 Aug 2023 20:23:04 GMT

I've not received any welcome emails or emails with a QR code unfortunately. Nothing in spam either, public mobile app seems bricked as it will only show that failed activation page every time I log out and back in.

Re: Activation failed

daveinthehat — Sat, 09 Sep 2023 02:54:37 GMT

There are no options. The payment was made and it stopped in the final process. I received no emails. Has anyone solved this? How do I move forward.

Re: Activation failed

daveinthehat — Sat, 09 Sep 2023 02:55:25 GMT

Did you get past this? What did you do? Thanks, David

Re: Activation failed

softech — Sat, 09 Sep 2023 02:56:59 GMT

@daveinthehat you had activation issue? which steps you are at? and you are activating eSIM or physical?

Re: Activation failed

daveinthehat — Sat, 09 Sep 2023 03:04:02 GMT

Payment was made. I got stuck at Step 6 of 6. Activate

It is an esim installation on a Pixel 6 Pro

Re: Activation failed

daveinthehat — Sat, 09 Sep 2023 03:08:15 GMT

There is no way forward on the app or the desktop browser login.

Re: Activation failed

daveinthehat — Sat, 09 Sep 2023 03:46:05 GMT

Hi did you get past Step 6? Thanks, David

Re: Activation failed

softech — Sat, 09 Sep 2023 03:49:25 GMT

@daveinthehat

there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

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: Activation failed

daveinthehat — Sat, 09 Sep 2023 14:35:13 GMT

It stopped at step 6 of 6.

Re: Activation failed

vroomr2 — Tue, 10 Oct 2023 17:49:13 GMT

This is also my situation.