topic Public Mobile App Login Issues in Get Support

Public Mobile App Login Issues

_Harry — Fri, 06 Oct 2023 15:17:38 GMT

Hi,

I am hoping someone can help me who has had this issue with the public mobile app on iphone.

Yesterday i purchased an esim pre-paid plan for 120 days and received a confirmation email. I downloaded the public mobile app on my phone and when i try to login a web page loads but just shows a white blank screen. I have updated my phone, reinstalled the app a couple times and still no luck with being able to login.

2 of my friends also bought the same esim yesterday and had no problems with the app, they have been able to use the esim straight away.

Please let me know if anyone can help with this issue as customer support does not seem to be helping, thankyou.

Re: Public Mobile App Login Issues

hTideGnow — Fri, 06 Oct 2023 15:20:34 GMT

HI@_Harry

so, your eSIM installed on your phone or not? it looks like not

did you scan the QR code from Welcome email?

Re: Public Mobile App Login Issues

hairbag1 — Fri, 06 Oct 2023 15:21:13 GMT

@_Harry

what make / model is the phone you're using ?

Re: Public Mobile App Login Issues

will13am — Fri, 06 Oct 2023 15:24:34 GMT

@_Harry , try deleting the browser cache on your phone, reinstalling the app and try the process again. The app leverages the default browser and so things can get stuck if there is a glitch on the browser.

Re: Public Mobile App Login Issues

Phil_Adelphus — Fri, 06 Oct 2023 15:25:49 GMT

@_Harry "Yesterday i purchased an esim pre-paid plan for 120 days" - it probably doesn't make any difference to your issue but just to clarify, there isn't a 120 day plan. I assume you mean a 90 day plan?

Re: Public Mobile App Login Issues

softech — Fri, 06 Oct 2023 15:36:11 GMT

@_Harry

you got the QR code for the app installation, you installed and unable to login after? just blank page? Did you get to the phone number choosing/transfer screen?

Your screenshot shows SOS, and from what you said, it looks like you have not completed the subscription on the app yet. Please confirm and will advise further

Re: Public Mobile App Login Issues

FoxyD — Fri, 06 Oct 2023 15:37:48 GMT

My partner had this exact issue on his iPhone yesterday too. I will get him to try this and let you know if it works. Thanks!

Re: Public Mobile App Login Issues

_Harry — Fri, 06 Oct 2023 16:00:13 GMT

Hi, yes sorry it is 90days

Re: Public Mobile App Login Issues

_Harry — Fri, 06 Oct 2023 16:02:34 GMT

Hi, I received this email as per the screenshot, downloaded the app and am unable to login to the app to continue the subscription.

every time i try it just shows the blank webpage, have also tried clearing history on browsers.

Re: Public Mobile App Login Issues

softech — Fri, 06 Oct 2023 16:05:07 GMT

@_Harry

did you try what @will13am suggested?

try deleting the browser cache on your phone, reinstalling the app

You need to do both. Go to the default browser and clear cache. Then uninstall the app (and reboot) and go back play store and reinstall PM app

Re: Public Mobile App Login Issues

_Harry — Fri, 06 Oct 2023 16:27:14 GMT

Hi,

yes i have tried this as per @will13am suggestion and still does not seem to work.

I also do not believe i have received the welcome email. I have just logged in through the public website to see if there is anything else i can complete without the app. It worked successfully and i entered the 2 factor authentication code. It then takes me to a resume activation button. When i click the button it asks me to login again, i used the same details that have worked previously to get to this step. When trying to login for a second time it is now saying my email does not match the password but it does match as i used it to login previously.

I am now very confused with where to go from here.

Re: Public Mobile App Login Issues

hTideGnow — Fri, 06 Oct 2023 16:28:42 GMT

HI @_Harry

you didn't get the welcome email because you didn't complete the activation. You need to app to complete it

but you paid, so, agent can help from here. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Public Mobile App Login Issues

_Harry — Fri, 06 Oct 2023 17:05:24 GMT

Thankyou, i have now submitted a ticket. When trying to do this last night it was not working but seems to be okay now.

Hopefully we can get these issues sorted as it keeps getting harder to solve.

Re: Public Mobile App Login Issues

FoxyD — Sat, 14 Oct 2023 21:57:15 GMT

Same here. So frustrating. I finally managed to submit a ticket through my partner's community account on our desktop computer. Fingers crossed there is a solution here. He's ready to cancel and stick with his old provider. I have never had these issues in almost 5 years with Public, though I have an Android phone. Is this an Apple-specific problem?

Re: Public Mobile App Login Issues

FoxyD — Sat, 14 Oct 2023 22:01:04 GMT

Did you get it sorted Harry?