topic Re: Subscription not activated in Get Support

Subscription not activated

Aden7777 — Sat, 17 Feb 2024 19:53:43 GMT

So my payment has gone through, I'm on step 6 on the app it says subscription not activated. It won't let me do anything else, I can even cancel it. Idk what to do now.

Re: Subscription not activated

HALIMACS — Sat, 17 Feb 2024 19:50:52 GMT

Out of curiosity @Aden7777 , have you tried the SIM card in the device to see if ANY services work?

If not, you could try to uninstall the app, reinstall and try again.

Alternatively, reach out to customer support:

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Subscription not activated

softech — Sat, 17 Feb 2024 20:00:39 GMT

@Aden7777

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:

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

Re: Subscription not activated

Aden7777 — Sat, 17 Feb 2024 20:24:56 GMT

I still have my old provider SIM card in. I did the ESIM because it works with my devices and it was free. I'm on step 3 where it wants to download the app which I did and did all the steps but it just saying it won't activate.

Re: Subscription not activated

softech — Sat, 17 Feb 2024 20:29:44 GMT

@Aden7777 if you have "Subscription not activated" error , you should not be at Step. 3. Did you got pass the phone number choosing or number transfer step??

Re: Subscription not activated

Aden7777 — Sat, 17 Feb 2024 20:32:43 GMT

no that's what I am on right now, I'm tried to transfer my phone number from previous provider but now I'm stuck with the subscription not activated error

Re: Subscription not activated

AlexStoianov — Tue, 19 Mar 2024 16:22:11 GMT

Same like my problem. How to activate if 6 digital code not coming?

Re: Subscription not activated

ShaCat — Wed, 03 Apr 2024 03:10:29 GMT

I'm having that issue as well. And the payment has already gone through

Re: Subscription not activated

hannah_m — Sun, 12 May 2024 00:07:09 GMT

@Aden7777 - Did you ever get this resolved? Or anyone else who has encountered this issue?

Re: Subscription not activated

hTideGnow — Sun, 12 May 2024 00:08:50 GMT

HI @hannah_m

this is an activation problem and you need support agent to fix it on the system.

Since the account is not activated yet, better to just submit ticket via direct message here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Subscription not activated

hannah_m — Sun, 12 May 2024 00:10:03 GMT

Thanks @hTideGnow - I already submitted a ticket. I just noticed in all of these threads that no one comes back to say support got back to them and it was resolved 🙂

Re: Subscription not activated

hTideGnow — Sun, 12 May 2024 00:11:45 GMT

hi @hannah_m

support got that resolved.

how long you submitted ticket? agent usually reply within 4 hours, usually faster. Just make sure you check the Community inbox here :

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Subscription not activated

Aden7777 — Sun, 12 May 2024 14:43:26 GMT

Yes I got mine resolved

Re: Subscription not activated

hTideGnow — Sun, 12 May 2024 14:46:08 GMT

hi @Aden7777 did support tell you what was the problem ?? did they give you a new eSIM or new physical sim to resolve it??

Re: Subscription not activated

Aden7777 — Sun, 12 May 2024 15:01:53 GMT

Hi, my issue was away ago but from what I remember I was having issue getting confirmation code to activate my account, my payment went through but it wouldn't let me activate my account. They told me originally to try logging in and out of my account but that didn't work and then delete the app then re download it.

I eventually have a private message with customer support agent and they got me through it. They somehow sent me an activation code and then my problem was resolved. Here is how and they responded fairly quick to me.

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Subscription not activated

Aden7777 — Sun, 12 May 2024 15:04:08 GMT

My issue happened tho because I originally had an account with them under a different phone number. So the verification code kept sending to it. They instead sent it to my email so I could activate.

Re: Subscription not activated

Ganesh_Asha — Sat, 18 May 2024 02:06:21 GMT

I have the same issue. I think I have entered incorrect IMEI number. I am now stuck in step 6 after payment went through successfully

Re: Subscription not activated

Tennis — Thu, 26 Dec 2024 12:53:26 GMT

i had the same problem.. subscription not activated.. i chose esim at an earlier step, but what solved this for me was opening the email (with the esim qr code) on my desktop and scanning the qr code that they sent.. esim installed and subscription activated 🙂

Re: Subscription not activated

Harit — Sun, 30 Mar 2025 15:37:56 GMT

Hey, I got in the situation chose esim and when chose number on step of activation it showed subscription not activated, tried cs agents nothing is working out. Any tips?

Re: Subscription not activated

Aden7777 — Sun, 30 Mar 2025 16:01:51 GMT

Hi Harit, it’s been awhile since the issue but I remember contacting an agent getting them to send activation code to my email instead of my phone number because I was trying to switch numbers and it was still sending to my old number. After that my issue was resolved.

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