topic Re: Request refund due phone can't activate in Get Support

Request refund due phone can't activate

Flyingtiger — Sun, 25 Feb 2024 21:58:13 GMT

I've paid 26.88 plus tax for 24 promo esim plan ,after all done got a fail to download due phone not compatible message & aak me to contact CSA for a refund

Re: Request refund due phone can't activate

softech — Sun, 25 Feb 2024 07:29:01 GMT

@Flyingtiger

if you really cannot activate the service, you can likley get a refund. Please private message agent instead:

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

However, I believe you just couple steps away from successful activation. Try these steps:

Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

Re: Request refund due phone can't activate

Surelydroid — Sun, 25 Feb 2024 15:18:35 GMT

I had the same issue last night. Do you have an esim already installed? If so delete it. Try again, if it still doesn't work send a Private Message to CS_Agent. They fixed it up in 5 mins. If you have no esim in phone order a physical sim off Amazon.

Re: Request refund due phone can't activate

Flyingtiger — Mon, 26 Feb 2024 19:28:43 GMT

Can't get CSA to answer

Re: Request refund due phone can't activate

hTideGnow — Mon, 26 Feb 2024 19:30:04 GMT

hi @Flyingtiger

just message them again.

Re: Request refund due phone can't activate

Flyingtiger — Mon, 26 Feb 2024 19:30:15 GMT

I've try no joy need refund

Re: Request refund due phone can't activate

Flyingtiger — Mon, 26 Feb 2024 19:31:04 GMT

U hv their address....qq

Re: Request refund due phone can't activate

hTideGnow — Mon, 26 Feb 2024 19:33:36 GMT

@Flyingtiger wrote:
U hv their address....qq

HI @Flyingtiger

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

Re: Request refund due phone can't activate

Flyingtiger — Mon, 26 Feb 2024 19:40:13 GMT

Thk u...hv just try & waiting for result

Re: Request refund due phone can't activate

Flyingtiger — Mon, 26 Feb 2024 19:43:43 GMT

Do u know if a buy $24 plan & sim card to be picked up per their shop list is ok...1 of them is the telus shop in crystal mall ...qqq