topic Re: Activating account in Get Support

Activating account

Larryberry — Sun, 07 Jan 2024 21:41:10 GMT

Completed my subscription...downloaded the app...transferred phone number and activating esim...getting an error at the 6th step - help

Re: Activating account

BKNS27 — Sun, 07 Jan 2024 21:25:11 GMT

@Larryberry

What error notice is it showing?

Re: Activating account

hTideGnow — Sun, 07 Jan 2024 21:25:13 GMT

HI @Larryberry

check your phone's Sim manager or Cellular screen from settings, check if a PM esim already installed, if it is, you just have to enable it or "turn on this line" and set as primary

if no eSIM, check if you have a Welcome email from PM, you can then install the esim by scanning the QR code

if no email, then please ask PM agent to help

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

Re: Activating account

Larryberry — Sun, 07 Jan 2024 21:27:09 GMT

It just says after the 6th step

"Subscription not activated something went wrong"

Re: Activating account

Handy1 — Sun, 07 Jan 2024 21:27:39 GMT

@Larryberry make sure the APP is set for your province and that your credit card matches that of the postal code you use for your address . If still no luck you can try logging out of the app and uninstall it reboot the phone and re install the app and try again . If same please submit ticket with support to help

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Activating account

hTideGnow — Sun, 07 Jan 2024 21:31:11 GMT

HI @Larryberry

Step 6 already passed payment, so, it is not a payment issue

either eSIM or account final setup problem.

Please check the eSIM as I suggested above, or not esim or that didn't help, please submit ticket as I advised earlier

Re: Activating account

BKNS27 — Sun, 07 Jan 2024 21:34:44 GMT

@Larryberry

Since step 6 is the activation of your eSIM.
Is your phone eSIM compatible? If it is then you will need to contact a CS_Agent to help you with the activation at:

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

Re: Activating account

Larryberry — Sun, 07 Jan 2024 21:39:05 GMT

thanks, im waiting for someone to get back to me

Re: Activating account

hTideGnow — Sun, 07 Jan 2024 21:40:13 GMT

HI @Larryberry my experience is usually agent will reply in 2 or 3 hours. Check your Community inbox for reply. If after 4 hours still no reply, message them again

Re: Activating account

Handy1 — Sun, 07 Jan 2024 21:49:16 GMT

@Larryberry Please note agents can sometimes take up to 48 hours to reply . My last ticket took 24 hour for response . It’s not wise to keep submitting tickets impatiently as you the risk your ticket getting shuffled back down to the bottom of the queue. Just submit ticket be patient and they will get back to you . Only if it more then 2 days would I chance submitting another ticket I’m sure the oracles would agree to not continue you sending ticket every few hours . Isn’t that correct @computergeek541 . Or am I wrong in that thought