topic Re: New Subscription Can't Activate in Get Support

New Subscription Can't Activate

DonLou — Wed, 18 Oct 2023 23:43:08 GMT

Caught in a loop, can't activate and can't login with new account for support. Just getting blank page in the app when attempting to login for first time. Same problem on the website.

Re: New Subscription Can't Activate

hTideGnow — Wed, 18 Oct 2023 22:15:49 GMT

HI @DonLou

PM charged you the plan already? are you using eSIM or physical?

for support to check your activatoin, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New Subscription Can't Activate

JRod — Wed, 18 Oct 2023 22:19:12 GMT

@DonLou

You can try to clear the cache and browser data from the default browser on the device and then delete and re-install the app.

If that doesn’t work you might want to check out the live chat for new customers having issues with activation:

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

Re: New Subscription Can't Activate

ashley109238745 — Thu, 19 Oct 2023 00:20:47 GMT

I'm having the same issue and endless looping. Have you gotten things resolved yet? I've already contacted CS and no response yet but I can't even tell if I'm logged into the account u created to go with my phone plan since it keeps telling me my log in information doesn't match... it's literally the same info I used to log into the app. About ready to just contact my bank to have the charges reversed and not bother with PM! Especially not being able to directly be connected to a live agent in the chat if typing that out.

Re: New Subscription Can't Activate

JRod — Thu, 19 Oct 2023 00:26:09 GMT

@ashley109238745

Are you using the app or the desktop site?

If you haven’t used the app yet for activation then you must do so.

Re: New Subscription Can't Activate

ashley109238745 — Thu, 19 Oct 2023 00:27:16 GMT

Both. I cannot use the app now, my only options are log out or go to chat. I cannot even go backwards in steps. The desktop website is just an endless circle of telling me to chat with CS and/or log in but my log in info is not working. And of course live chat is no longer available.

Re: New Subscription Can't Activate

JRod — Thu, 19 Oct 2023 00:29:02 GMT

@ashley109238745

Try going into the settings of the default browser on your phone and clear the browser data along with the cache. Then delete and re-install the app.

Re: New Subscription Can't Activate

ashley109238745 — Thu, 19 Oct 2023 00:33:19 GMT

I already did that, unless you mean to also Uninstall my default browser too. Oh wait I might have missed deleting the browser data, so I'll try that again first and get back.

Re: New Subscription Can't Activate

ashley109238745 — Thu, 19 Oct 2023 00:39:25 GMT

Clearing data and cache and uninstalling for both apps is doing nothing. Still left on the step 6 screen in the app prompting to go to chat.

Re: New Subscription Can't Activate

softech — Thu, 19 Oct 2023 00:43:24 GMT

@ashley109238745 if you are at step 6, support can help to complete the activation, please open ticket with them

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: New Subscription Can't Activate

ashley109238745 — Thu, 19 Oct 2023 00:46:10 GMT

I believe I've already done this, but it's past 8pm EST when I sent it in (6:22pm MST) so I'm guessing they won't respond until tomorrow. I will say that is quite frustrating when you couple in the endless reopening of the same log in link that then won't log in even when the information is correct.