topic Re: Unable to activate account with existing plan!! in Get Support

Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 15:38:02 GMT

I have had my public mobile plan for over 4 years, ever since the update I haven't been able to log into my account. When I log in, it says my account is not activated and I need to select a subscription plan and order a SIM card. I already have a plan and a SIM card! When I give it my SIM card details it says the SIM is already in use. Obviously!!!!!

How do I activate my account using my existing plan!?

Very urgent I have to figure this out before June!

Re: Unable to activate account with existing plan!!

Sansan — Wed, 29 May 2024 15:32:48 GMT

@Annapeach is it asking you to create an Eversafe profile?

https://www.publicmobile.ca/en/bc/get-help/articles/eversafe-faqs?gad_source=1&gclsrc=ds

Re: Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 15:35:16 GMT

I believe so?

Re: Unable to activate account with existing plan!!

BKNS27 — Wed, 29 May 2024 16:34:16 GMT

@Annapeach

All existing members who have not created an Eversafe ID yet must create one by clicking on Sign Up.

Re: Unable to activate account with existing plan!!

Sansan — Wed, 29 May 2024 16:41:01 GMT

@Annapeach ok, you can read about it in the link I sent and sign up to register. Click on trusted device when prompted to continue. If you have errors message public mobile directly below.

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

Re: Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 16:46:52 GMT

But i already have an ever safe account. it needs to be activated with a plan, but I have no way to add the plan I already have

Re: Unable to activate account with existing plan!!

Phil_Adelphus — Wed, 29 May 2024 17:07:17 GMT

@Annapeach Is your phone currently working - what is it you need to log in for, is the account suspended?

Re: Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 17:09:34 GMT

I want to be able to view my data usage and those account details. I don’t know if the account is suspended, clearly this community account still works

Re: Unable to activate account with existing plan!!

BKNS27 — Wed, 29 May 2024 17:18:03 GMT

@Annapeach

You can dial 1-855-4PUBLIC on the status of your account but you will need your security PIN to access your status over the phone.

Re: Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 17:19:47 GMT

But I should be able to view all those things. I want the ability to manage my own plan in my account

Re: Unable to activate account with existing plan!!

Sansan — Wed, 29 May 2024 17:30:35 GMT

@Annapeach are you using the app or web? Try app see if that will help. Go to settings and clear cache, uninstall and re install if you are currently using it.

If the web, go incognito and see if that will help. Or use another browser.

If none of these work, message pm for assistance to see what's happening.

Re: Unable to activate account with existing plan!!

Annapeach — Wed, 29 May 2024 17:35:05 GMT

Well what should I be expecting? my account isn’t activated. how do i activate my account using a preexisting SIM card?

Re: Unable to activate account with existing plan!!

softech — Wed, 29 May 2024 17:37:27 GMT

@Annapeach

if you call 1.855.4PUBLIC from another phone and enter your phone number, can the system locate your account?

If so, your account still on the system. Just that the new EverSafe login was unable to link the email login with your My Account. You just need to engage support, please message them here

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