topic Cant activate my account in Get Support

Cant activate my account

Gertie52 — Sun, 03 Sep 2023 23:00:19 GMT

I try to activate my account throught the app. I choose "I have a sim card" but I don't get the option to enter my card number. Instead I'm told my phone isn't e-sim compatible.

Re: Cant activate my account

Handy1 — Sun, 03 Sep 2023 23:05:50 GMT

@Gertie52 Maybe try to uninstall the app and re install it se if that helps

Re: Cant activate my account

HALIMACS — Sun, 03 Sep 2023 23:06:25 GMT

@Gertie52

Try using a desktop or laptop and NOT the app.

Just use the website.

Re: Cant activate my account

LitlLdy — Sun, 03 Sep 2023 23:26:01 GMT

@HALIMACS wrote:
@Gertie52
Try using a desktop or laptop and NOT the app.
Just use the website.

@HALIMACS , we don’t have to use the app to setup & activate an account?

Re: Cant activate my account

maple_leaf — Sun, 03 Sep 2023 23:42:38 GMT

Hello @Gertie52 , In the mobile app, are you entering your phone's IMEI to check eSIM compatibility, or just going straight to "I have a SIM card"?

How to Subscribe:

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

Re: Cant activate my account

Gertie52 — Mon, 04 Sep 2023 10:35:07 GMT

I must have entered the IMEI when I created my account. How do I go back to check that? I tried going back to Step 1, tapped Continue, picked a plan, then tapped Continue. On "Select SIM" I can't select an option. I only get an error message. I tried reinstalling the app but it works the same.

Re: Cant activate my account

Gertie52 — Mon, 04 Sep 2023 10:41:53 GMT

How do I do that? On my laptop, after login, it goes immediately to "Download the app" and I can't do anything more.

Re: Cant activate my account

Handy1 — Mon, 04 Sep 2023 12:10:19 GMT

@Gertie52 Please submit ticket with support to help . Here’s a direct 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: Cant activate my account

Gertie52 — Mon, 04 Sep 2023 13:10:33 GMT

Handy1, I tried uninstalling the app but it still does the same thing. I'm stuck, I'm afraid.

Re: Cant activate my account

Handy1 — Mon, 04 Sep 2023 13:14:05 GMT

@Gertie52 Please message support using this direct link to help

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: Cant activate my account

maple_leaf — Mon, 04 Sep 2023 20:08:50 GMT

Hello @Gertie52 , Sorry for my delayed reply. I've run through the activation screens using the mobile app with my own phone. Below, I have attached screenshots. If, after clicking on "I already have a SIM card", you are not seeing the SIM number entry screen as shown below, please reply back with a screenshot of what you do see.