topic Re: new activation in Get Support

new activation

Dmartinez — Fri, 22 Mar 2024 04:56:13 GMT

I am unable to active my sim card it keeps saying that there is an error

Re: new activation

Sansan — Thu, 21 Mar 2024 23:59:53 GMT

What is the error?

Re: new activation

softech — Fri, 22 Mar 2024 00:01:25 GMT

@Dmartinez give me more information, at which steps you had the error?

Step 4 payment?

step 5 phone number?

or step 6 finishing activation?

and did you use the PM app to activate?

Re: new activation

Dmartinez — Fri, 22 Mar 2024 00:05:54 GMT

at step 6 it then gave me the error it said " we encountered a problem..." to go back and I did go back but unable to do anything else

Re: new activation

softech — Fri, 22 Mar 2024 00:09:07 GMT

@Dmartinez

did you activate physical sim or esim? you have an iPhone?

try this,

Click Logout on top left of the screen
Wait 5 mins for the system to configure on the back end.
Then log in again using the Email and Password.
The app will then sends a code to the Email again,. Enter the code
and you will see the prompt 'Confirm for Full Access' and your Activation will be completed after

if that does not work, open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: new activation

Dmartinez — Fri, 22 Mar 2024 00:10:44 GMT

The message says " We encountered an error processing your request. this may be due to a system error, please go back to the previous page and try again. (Error Code: XXX)"

Re: new activation

Dmartinez — Fri, 22 Mar 2024 00:17:57 GMT

I have Sumsung, i tried sending a private message down to the CS agent.

Re: new activation

Sansan — Fri, 22 Mar 2024 00:23:20 GMT

Great, they should respond within 4 hours depending on volume. Just watch your inbox for their reply. Could be untill tomorrow. Upper right corner of your avatar.