topic Re: Activation not working in Get Support

Activation not working

carina1 — Sat, 07 Oct 2023 11:16:24 GMT

I have an account for my son and am now trying to get an account for my daughter. I started the process by registering another email (I understand each phone number needs a different email address) but after getting all the way to the payment page, I get a message that it won't accept payment (I'm using the same credit card info as my son's account). I tried different credit cards and get the same message. But more frustrating than that is the fact that when I go to log back into her account, I get to a screen that says "resume activation" - but it is in a loop. When I select "resume activation", it takes me back to the log in page and then I get a message that the password and email don't match. When I select "forgot password", it tells me that my email address isn't registered. When I go to register my email address, I am told that it already exists. I go around and around without any ability to log back on. I then tried registering her under a third email address and again got to the payment page, credit card was rejected, and again I am unable to log back on to that account. AND THERE IS NO CUSTOMER SERVICE person i can talk to. Any advise would be welcome as I am about to go with another carrier for both my son and daughter.

Re: Activation not working

dust2dust — Sat, 07 Oct 2023 11:54:51 GMT

Are you using the app? Wait for an hour between a couple attempts only. The card's valid? The postal code matches the billing address?

Re: Activation not working

carina1 — Sat, 07 Oct 2023 11:59:23 GMT

No, I'm on my desktop computer. Yes, the card is valid (I also tried 2 different cards), the postal code is correct, everything was correct. I waited a day and then tried again but couldn't log in. That is when I tried registering under a new email, got as far as the payment page again, and the same happened. Now I can't log into either account because when it says "resume activation" it doesn't actually allow me to resume activation. i just get into that loop

Re: Activation not working

HALIMACS — Sat, 07 Oct 2023 12:22:52 GMT

@carina1

activations must be done using the Public Mobile app.

Which means you’ll either need to get it through the Google Play store or the App Store.

if you don’t wish to utilize those, perhaps ask a friend or relative to use the app on their device to complete the activation.

From then on, you can use desktop to access self-serve.

Re: Activation not working

tiff4 — Sat, 07 Oct 2023 15:03:42 GMT

Im having the exact same issue and am getting no support. But they’ve had no problems charging me 4 times.

Re: Activation not working

hTideGnow — Sat, 07 Oct 2023 15:06:25 GMT

HI @tiff4

please submit a ticket with CS Agent here, support will sort out the situation for you and help you to activate:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Activation not working

BKNS27 — Sat, 07 Oct 2023 15:08:04 GMT

@carina1

You can only activate/subscribe a new SIM on the PM app and can access and manage her account on the computer once the SIM is activated.

Re: Activation not working

Tiff41 — Sat, 07 Oct 2023 15:50:03 GMT

I was just able to fix our same issue by deleting everything to do with my older sons account (app, cookies, passwords etc) and start fresh for my younger sons. Good luck!