topic Re: Need help with activation issue in Get Support

Need help with activation issue

Matheus_s — Sun, 24 Sep 2023 15:00:25 GMT

Hello, before I write this issue, I tried to search for information related to this issue and I wasn't able to find.

I became member with public mobile on Sept. 20, 2023 without any issues. I got my number moved from TELUS and all the transfer went fine. I tried to do the same with my wife's phone and I got a big issue. I purchased the plan, got the email, created the Esim, however when I was transferring her number I ended up accepting the transfer for TELUS too early, so she ended up getting in a spot where her number is not working yet and she cannot get the confirmation code on her cellphone from EverSafe to continue setting up her account. Basically right now her phone only get calls with NO CALLER ID and she cannot use internet or receive/send messages. To make things worst, I tried to troubleshoot deleting the Esim from her iPhone 13 and now I cannot create another one scanning the QR code (I keep getting a message unable and contact support). Can someone help me?

Re: Need help with activation issue

Handy1 — Fri, 22 Sep 2023 15:48:02 GMT

@Matheus_s you will need to re buy eSIM if you deleted it . From the app subscription add on page .There’s a number for porting team will send it to you private message and they can re trigger the port request for you , will also leave you with this direct link to support in case there needed also

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: Need help with activation issue

softech — Fri, 22 Sep 2023 16:47:53 GMT

@Matheus_s you should not delete the PM sim card. Message support and see if they can do anything but likely you have to buy a new eSIM, but check with them first

Re: Need help with activation issue

Matheus_s — Fri, 22 Sep 2023 17:31:24 GMT

Yes, I kinda freaked out and thought If I delete the ESIM I could just start again. Big mistake. I am in touch with CS_Agent. Thanks for the heads up.

Re: Need help with activation issue

Matheus_s — Fri, 22 Sep 2023 17:33:33 GMT

I tried to check in my account for on the add on page and I didn't find the eSIM to purchase. Now my wife's account that is the one with issue I cannot even sign in, because asks to confirm a code in her phone number and she cannot get any messages because the transfer is in a loop hole (Telus doesn't have her number anymore and public mobile porting is not fully completed yet) now that I deleted the eSIM I got even more problems. I am in touch with CS_Agent. Hopefully I can sort things out. Thanks for the link.

Re: Need help with activation issue

will13am — Fri, 22 Sep 2023 17:57:35 GMT

@Matheus_s wrote:
I tried to check in my account for on the add on page and I didn't find the eSIM to purchase. Now my wife's account that is the one with issue I cannot even sign in, because asks to confirm a code in her phone number and she cannot get any messages because the transfer is in a loop hole (Telus doesn't have her number anymore and public mobile porting is not fully completed yet) now that I deleted the eSIM I got even more problems. I am in touch with CS_Agent. Hopefully I can sort things out. Thanks for the link.

@Matheus_s , try clicking on the did not receive code link. You should be offered an option for 2FA to email.

Re: Need help with activation issue

Matheus_s — Fri, 22 Sep 2023 18:10:51 GMT

Hello will13am, I wasn't able to find that option. But basically when I log into my wife account we get this only. I can't do much after that.

Re: Need help with activation issue

LitlLdy — Fri, 22 Sep 2023 20:03:18 GMT

@Matheus_s , does it give you a different option when you select resend code?

Re: Need help with activation issue

Matheus_s — Sun, 24 Sep 2023 15:06:40 GMT

Hello, no I only got the option to receive the code via SMS, however I was able to fix the issue! I bought a public mobile SIM card in one store in my city and I was able to activate my wife's plan fully with CS_Agent support! Problem solved! Happy client now!

Re: Need help with activation issue

Handy1 — Sun, 24 Sep 2023 15:07:34 GMT

@Matheus_s YAY and welcome to public mobile 🙂

Re: Need help with activation issue

Matheus_s — Sun, 24 Sep 2023 15:10:13 GMT

Thank you! Let me ask a off this topic question, since you look very knowledgeable regarding public mobile. I got a subscription for 3 months and I used a reference code which I believe would give me $10 off in my bill. I didn't see this discount yet, or it will come only in 3 months when I renew my plan?

Re: Need help with activation issue

Handy1 — Sun, 24 Sep 2023 15:13:36 GMT

@Matheus_s You should see the $10 one time credit in your account available funds with in 72 hours of activation . If it’s been over 3 days reach out to support again to make sure the referral code was entered correctly

add like this @Matheus_s

Re: Need help with activation issue

Matheus_s — Mon, 25 Sep 2023 17:42:44 GMT

Thank you for your help!

Re: Need help with activation issue

Bluntman — Mon, 25 Sep 2023 22:55:14 GMT

Yusss I agree. Welcome and cheers!