topic Re: Cannot activate eSim or cancel transaction in Get Support

Cannot activate eSim or cancel transaction

D3rby — Fri, 05 Apr 2024 21:22:32 GMT

It has been 2 days and each time I try to activate the eSim - the transaction fails. My credit card has already been charged for the e-Sim is there any way to get technical support or cancel the transaction and request a physical SIM card?

Re: Cannot activate eSim or cancel transaction

hTideGnow — Fri, 05 Apr 2024 15:43:53 GMT

hi @D3rby

have you been using the app to activate? if you just using browser to activate and not the app, you are half completed with the activation

if you have used the app, ask support agent to help activation or to help cancel.   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: Cannot activate eSim or cancel transaction

D3rby — Fri, 05 Apr 2024 15:46:31 GMT

Yes I am trying to use the App. I have tried for 2 days to contact Customer Service - but I keep getting a message that no agents are available. 😥

Re: Cannot activate eSim or cancel transaction

hTideGnow — Fri, 05 Apr 2024 15:47:45 GMT

hi @D3rby you were trying or you used?

if you have not used the app, the activation was not done. Please download and use it

if you already used it, then best to get agent support is via message here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437