topic Re: Invalid phone number in Get Support

Invalid phone number

Danny14 — Fri, 15 Dec 2023 02:12:29 GMT

Long story trying to get wife's SIM card activated - for whatever reason at step 5 of the process it says SIM card is already in use and will not let her continue to put her phone number in (coming over from Telus). Everytime she logs into the app it takes her right to activate SIM card and no other options.

We bought a new SIM card in hopes that would work but then it says phone number is invalid!!!

Any suggestions- moderators can't help me help her for security reasons but she can't get to support on her app or website as it ALWAYS tells her to activate SIM.

Re: Invalid phone number

Handy1 — Fri, 15 Dec 2023 01:52:46 GMT

@Danny14 Try to un install the app and re instal it see if that helps .

Re: Invalid phone number

Danny14 — Fri, 15 Dec 2023 01:53:42 GMT

Did it twice, didnt work

Re: Invalid phone number

Handy1 — Fri, 15 Dec 2023 01:59:11 GMT

@Danny14 did you let support know you have a new SIM card ? Can they not SIM card swap the number for you . So you can finish the activation

Re: Invalid phone number

hTideGnow — Fri, 15 Dec 2023 02:07:48 GMT

HI @Danny14

you might need PM agent to help to switch to the new sim card and help to complete the activation, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Invalid phone number

Danny14 — Fri, 15 Dec 2023 03:57:55 GMT

Trying to get her account from being stuck on activation page to contact support through her account. Haven't been able to yet

Re: Invalid phone number

softech — Fri, 15 Dec 2023 04:01:32 GMT

@Danny14 have you message agent yet?

And you were using the app the activate?? you got the Invalid Phone number error on your first attempt to enter porting info?? Usually that error indicates a porting request was already submitted and pending, could be from your previous attempts. Please message support and have them to confirm

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: Invalid phone number

Handy1 — Fri, 15 Dec 2023 04:03:18 GMT

@Danny14 You can submit ticket using this direct link

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Invalid phone number

Danny14 — Fri, 15 Dec 2023 04:06:18 GMT

Yes using app to activate. No when she was activating the SIM card the first time, it said SIM card already in use - think maybe she switched the SIM card from Telus to PM before she should have (maybe that caused issues?). Anyways it's stuck on activate SIM card and just says already in use.

Bought new SIM card tried it then the invalid phone number message comes up. Can PM get our new card to work with her old number?

Re: Invalid phone number

softech — Fri, 15 Dec 2023 04:09:27 GMT

@Danny14 the error about invalid number you got now is because when she activated earlier when getting the sim card error, the porting request was already submitted

You need agent to update the sim card number for you and either release the earlier porting request or put in the porting request for you. Again, you need to open ticket with them by direct message using my link above