topic Portal not loading in Get Support

Portal not loading

gisal — Sat, 02 Sep 2023 06:13:08 GMT

Hello, I have been a PM user for years and always had issues with my account. I am trying to login on the new portal and it is not loading the page. It logs in successfully, but just says "Good Morning {name}".

It tries to load the page: https://myaccount.publicmobile.ca/en/account/pre-activation

Seems like it thinks my account is not activated.
@Mod @Support

Re: Portal not loading

maple_leaf — Sat, 02 Sep 2023 06:26:36 GMT

Hello @gisal , Do you have an active subscription with PM at the moment? What you are describing is exactly as you indicated, an active online account with no active subscription. Hence, the prompt to continue an activation. Your EverSafe ID is never deleted, so if a subscription lapses or is cancelled, the online account remains active for any future activation. Only one email address can be associated with one active subscription. I've included some links below to assist.

How to Subscribe:
https://www.publicmobile.ca/en/on/get-help/articles/subscribing

How Subscriptions Work:
https://www.publicmobile.ca/en/on/get-help/articles/how-subscription-works

EverSafe General Information: https://www.publicmobile.ca/en/bc/get-help/articles?category=_articleCategory_my-account&subcategory=_articleSubCategory_EverSafe
EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs

Private Message a CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

Hope this helps.

Re: Portal not loading

gisal — Sat, 02 Sep 2023 06:39:28 GMT

Yes, I have been using PM for years with an active subscription.

I tried an incognito window and it is now showing two buttons, "Resume activation", and "Login".

When I try "resume activation" it kicks me back to a login page and says my email and password are not found. Even though I had just logged in successfully.

The login button just gets me stuck in a login loop where it successfully logs in, but shows the activation page.

Re: Portal not loading

maple_leaf — Sat, 02 Sep 2023 06:43:24 GMT

@gisal , What you are now describing is definitely an active online account with no subscription attached. This login loop is occurring because you would need to continue an activation using the Public Mobile app installed on your phone (you cannot continue an activation on a PC browser). So, if you currently have an active subscription, I'm guessing it is associated with an alternate email address.

Re: Portal not loading

gisal — Sat, 02 Sep 2023 06:56:56 GMT

@maple_leaf I tried it on the app and it is wanting me to start a new subscription, even though I am already a paying customer with an active SIM and phone number. That doesn't seem right.

I tried the "forgot email address" button, and it delivered the recover account link right to my email address that I was using. And when I try to recover the account it shows my name, email, and phone number all proper.

Something is wrong with my account and I have been trying to fix it for years to no avail. I really need a PM employee who can set me up on a fresh account properly.

Re: Portal not loading

maple_leaf — Sat, 02 Sep 2023 07:11:50 GMT

@gisal , If you select "Forgot Email", it asks you for your mobile phone number. This is only the phone number that's added to that EverSafe ID profile (to send the 2FA codes via text). You could still have another EverSafe ID set up with another email address that is actually attached to your active subscription. Do you use any other email addresses?

Changing EverSafe ID Information (Name, Number, Email):
https://www.publicmobile.ca/en/bc/get-help/articles/changing-name-in-eversafe

Re: Portal not loading

BKNS27 — Sat, 02 Sep 2023 08:51:10 GMT

@gisal

If you are a long time member and haven’t created an Eversafe ID account. You need to create an ID first before login so click on Sign Up and create an ID account.