topic Problems subscribing to new plan using existing email in Get Support

Problems subscribing to new plan using existing email

darylpm — Wed, 12 Jun 2024 18:57:36 GMT

A while ago, I created an account to sign up with PM, but didn't complete the process because I changed my mind part way through (i.e., I do not have a PM line now). I'm trying to sign up now with the same eversafe account in order to sign up for a new subscription. Can someone help me fix my account?

Now, I just get the following error:

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)

Try Again

Re: Problems subscribing to new plan using existing email

hTideGnow — Wed, 12 Jun 2024 19:04:07 GMT

hi @darylpm

easier to use another email address to create a new account. And remember to use Public Mobile app to start the subscription

but if you really want to keep using the same email, you will need support agent to check the account. Please message them here:

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

Re: Problems subscribing to new plan using existing email

AK32 — Wed, 12 Jun 2024 19:05:22 GMT

Does the error occur when attempting to log in?
I would try using a new email/login. If you really want to use the existing one, maybe try resetting the password with the "forgot my password" link, it should send a message to your email where you can reset it and then try logging in.

Re: Problems subscribing to new plan using existing email

darylpm — Wed, 12 Jun 2024 19:07:02 GMT

Thanks! I can't use the web site to start the subscription?

Re: Problems subscribing to new plan using existing email

will13am — Wed, 12 Jun 2024 19:14:23 GMT

@darylpm wrote:
Thanks! I can't use the web site to start the subscription?

@darylpm , you could start the subscription process using the website. However, completion must be done on the app. Therefore, it is much better to do everything on a single platform, so I highly recommend using the app from start to finish.

Re: Problems subscribing to new plan using existing email

computergeek541 — Wed, 12 Jun 2024 19:15:15 GMT

@darylpm wrote:
Thanks! I can't use the web site to start the subscription?

The Public Mobile app that was mentioned must be used to complete the activation.

Re: Problems subscribing to new plan using existing email

EB0 — Wed, 12 Jun 2024 19:15:07 GMT

If you are using app or website, first log out, after that, go to plans page, select the plan you want, then click on subscribe, then login to your account.

Re: Problems subscribing to new plan using existing email

darylpm — Wed, 12 Jun 2024 19:16:25 GMT

I think the login is successful. I didn't get any error messages at this point. After I log in, page goes blank, it spins a little bit, and then I get this error page. I tried the "forgot my password" link, changed my password, and still same result.

Re: Problems subscribing to new plan using existing email

darylpm — Wed, 12 Jun 2024 19:20:22 GMT

Thanks for the suggestions. I tried opening up a fresh instance of Edge (was using Chrome), went to the plans page, selected the plan, tried logging in to my account, and still same error page. I'm guessing that account is in some confused state after my aborted sign in from a while ago.

Re: Problems subscribing to new plan using existing email

eddieO — Wed, 12 Jun 2024 19:27:20 GMT

In this case you're probably better off to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Problems subscribing to new plan using existing email

darylpm — Wed, 12 Jun 2024 19:38:39 GMT

Thanks everyone. I guess it may just be quicker for me to create a new account. I don't want to miss out on these current promo plans.