topic Re: New account/SIM activation/Eversafe Problem in Get Support

New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 20:52:46 GMT

Hi folks,

I really need some help!!!

I’m trying to create a new account for my wife, but the mobile app fails at step 2 “create an account to continue”. I get a blank screen (white) with “eversafe.id.telus.com” at the top and can't continue further. The same thing happens with the desktop (chromebook). I picked up a PM SIM card from Telus that hasn’t been activated yet. My wifes phone was with Bell but that account is no longer active. I am using my phone which is with PM to create the new account. I have installed the app multiple times with no success.

The steps I am taking on the app are as follows:

Launch Mobile App.
New to Public Mobile? Shop Subscription Plans.
Select a Subscription Plan.
New to Public Mobile? Register Now.

At this point I get the white screen and can’t continue further.

I am able to log into the Community and my Self Serve accounts without issue. Does it matter that I’m using a phone with a PM SIM? I can’t really see how this would make any difference. I’ve also installed the app on my wifes phone and inserted my SIM, with the same results. I foolishly scheduled a specific deactivation time with Bell, but they got pissy and shutdown my service immediatley.

Any help would be greatly, greatly, appreciated.

Re: New account/SIM activation/Eversafe Problem

hTideGnow — Sat, 02 Sep 2023 20:53:44 GMT

HI @111triple

please try again by uninstall the app first, reboot and reinstall the app

Re: New account/SIM activation/Eversafe Problem

dust2dust — Sat, 02 Sep 2023 20:58:34 GMT

Your phone probably has a default browser which could be different from your preferred browser. On the default browser, clear cache and cookies.
Maybe don't put your sim in your wifes phone (lol sounds naughty) when trying that side. Another maybe is ...wait... the systems can be painfully slow.

It would seem then that your wife has lost her Bell number. Happy wife eh?

Re: New account/SIM activation/Eversafe Problem

maple_leaf — Sat, 02 Sep 2023 21:14:57 GMT

Hello @111triple , I don't think the issue is with having the PM SIM installed on your phone. I think this is a browser cache and cookies issue (browser remembers your sessions checking your own online account (MyAccount) and/or Community profile). My suggestion would be to use a PC and start the new EverSafe ID/account creation for your wife there. Then, once you create the account there, clear cache and cookies on your phone, and then log into the app with the new account info you created on your PC. Better yet, download and install the app over wi-fi on your wife's phone, and continue activation in the app on her phone. From there, you'll get prompted to continue the activation in the app. I've included some links below to assist:

Clear Cache/Cookies:
https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs

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

Transferring Your Number:
https://www.publicmobile.ca/en/bc/get-help/articles/transfer-your-number

Reward Rules:
https://www.publicmobile.ca/en/on/get-help/articles/reward-rules

Link to PM 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: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 21:41:22 GMT

Hi hTideGnow, thanks for response, tried your suggestion "again", no dice.

Re: New account/SIM activation/Eversafe Problem

hTideGnow — Sat, 02 Sep 2023 21:43:56 GMT

HI @111triple

if you are not activating eSIM, and PM has not take the money get, try using a different email address to setup another account , and try install the app on another phone to complete the activation

Re: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 21:45:10 GMT

Hi dust2dust, can you please elaborate on the difference between default browser vs. preferred browser.

Re: New account/SIM activation/Eversafe Problem

hTideGnow — Sat, 02 Sep 2023 21:47:58 GMT

HI @111triple

how many browser you have on your phone? Safari? Chrome? Firefox? Edge?

I would go to each one and clear cache, then you can try again uninstall and reinstall the app

Re: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 22:15:17 GMT

Hi hTideGnow, Chrome is my default browser. Samsung internet is on phone, but not used. Cleared all cache...no go!

Re: New account/SIM activation/Eversafe Problem

dust2dust — Sat, 02 Sep 2023 22:17:36 GMT

@111triple- I have several browsers on my phone. My preferred browser is Firefox which I have some settings and add-ons on. But I have the OS to use Chrome as the default for things like qr codes in restaurants and such or if a particular web site doesn't like my Firefox settings.

Re: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 22:29:32 GMT

Hi hTideGnow, not eSIM, physical SIM, not yet activated. I will be using a different email address to setup account, but can't get to that point because mobile app fails at the very beginning. I have two phones, mine and my wifes. My wifes has no active SIM.

Re: New account/SIM activation/Eversafe Problem

hTideGnow — Sat, 02 Sep 2023 22:31:16 GMT

@111triple wrote:
account, but can't get to that point because mobile app fails at the very beginning.

HI @111triple

you meant failed at the beginning when you try a different phone? what error you got?

Re: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 22:39:42 GMT

Hi maple_leaf, the only PC I have access to is my Chromebook. I have the exact same problems with it. Can you please tell me how to start EverSafe ID/account creation prior to using the mobile app to create a new account? I believe that is the issue.

Re: New account/SIM activation/Eversafe Problem

111triple — Sat, 02 Sep 2023 22:58:28 GMT

Hi hTideGnow, please re-read my original post. When I say failed at the beginning, I can't get past "create new account" because the app stalls at the eversafe 2 part authentication. Is there a way that I can setup "eversafe" in advance of creating the new account? Because I think that is the issue. Thanks for your help!

Re: New account/SIM activation/Eversafe Problem

maple_leaf — Sat, 02 Sep 2023 23:29:43 GMT

Hello @111triple , Chromebook is fine with Chrome browser. See clear cache and cookies link/instructions above. See link below for help with creation of new account.

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

Creating an EverSafe ID:

https://www.publicmobile.ca/en/bc/get-help/articles/creating-a-eversafe-identity

Re: New account/SIM activation/Eversafe Problem

maple_leaf — Sun, 03 Sep 2023 03:37:13 GMT

Hello @111triple , I just had an additional thought. Are you by chance using the Google VPN on your Chromebook and/or on your phone? If so, try turning the VPN off, then restart your browser and try again. Please let us know how it's going.

Re: New account/SIM activation/Eversafe Problem

111triple — Sun, 03 Sep 2023 21:35:39 GMT

Hey folks, wasn't sure how to add to my own post.

Anyway, me again. I was part way through creating a new account and made it as far as the Referral/ promo code section when the session timed out. Now any attempt to login PM says previously created “eversafe” email/ password don’t match. Any attempt to continue account setup says the email address is already in use. The system did try to continue account setup but kept rejecting emailed security codes. Checked credit and no transaction is pending.

Does anybody have suggestions as to how to proceed?

Thanks in advance!!!

Re: New account/SIM activation/Eversafe Problem

a4 — Mon, 04 Sep 2023 03:17:35 GMT

hey did you get any resolve for your issues? I am having the same ones and am about to throw the SIM card away and go somewhere else, lol. But seriously I am not super tech savvy and this has bee super frustrating to just get a # for my kid who is starting high school. I have been at it for hours!

Re: New account/SIM activation/Eversafe Problem

Carolyn1960 — Tue, 05 Sep 2023 00:51:51 GMT

I'm trying to transfer a number to a new account and nothing is working. Is there ever a live person to talk to?