topic Sign up error in Get Support

Sign up error

RCSlim — Mon, 04 Mar 2024 00:45:32 GMT

Hello, I received an error message during my sign up. Payment was processed but the activation could not be completed. How should I proceed to fix this?

Re: Sign up error

hTideGnow — Sun, 03 Mar 2024 20:19:36 GMT

HI @RCSlim

you were using the app to activate? if not yet, please download the app and complete the activation

if you already using the app and go the error from there, was that an eSIM activation? if it is , check your Sim Manager , check if a Public Mobile sim is there, enable it or "turn on this line"

but if that does not help, support agent can help

  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Sign up error

Chalupa_Batman — Sun, 03 Mar 2024 20:20:51 GMT

What error did you get? If payment was processed, I'd confirm it with your credit card company. If you're still having issues with signup, you can reach a CS Agent via this link.

To submit a ticket, start with the chatbot at the bottom right corner.

Or the following link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

How to sign up with Public Mobile

Re: Sign up error

RCSlim — Sun, 03 Mar 2024 20:39:34 GMT

I was trying to sign up on my computer. Once payment process it said there was an error and could not proceed with activation. I can see on my online banking that the payment was processed. I have submitted a ticket but should I just try to proceed with activation in the app or will that cause a second charge? Thank you.

Re: Sign up error

hTideGnow — Sun, 03 Mar 2024 20:45:31 GMT

HI @RCSlim

please download and use the Public Mobile app.

After you logged in, if you are at the phone number step (which passed the payment), you are good and can continue the subscription

But if it asks for payment again, then stop there, don't go further

Re: Sign up error

RCSlim — Sun, 03 Mar 2024 21:00:08 GMT

Thank you, when I signed into the app it went to the review and pay stage. I will wait for a response to the ticket.

Re: Sign up error

RCSlim — Sun, 03 Mar 2024 23:50:20 GMT

Does Customer service respond to tickets on the weekend or will nothing be able to be fixed until tomorrow now?