topic Re: Unable to activate account in Get Support

Unable to activate account

Chantal9 — Sat, 15 Jun 2024 14:41:53 GMT

Just tried to activate a new subscription and getting stuck on step 6 - unable to activate subscription. Any advice to resolve this issue?

Re: Unable to activate account

Dunkman — Sat, 15 Jun 2024 14:50:59 GMT

@Chantal9

Did you activate a physical SIM card or eSIM? If you transferred your number, is your old carrier SIM card still working?

If physical SIM card, may want to try to insert the SIM care to see if any service.

Otherwise, you will need to contact customer service agent via the chat bot. Here is the link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Unable to activate account

Chantal9 — Sat, 15 Jun 2024 14:54:03 GMT

I was trying to activate the physical sim and used the imei number which I’ve now read was a mistake. Is it possible restart the activation? My sim and service from my old carrier is still working

Re: Unable to activate account

hTideGnow — Sat, 15 Jun 2024 14:57:38 GMT

@Chantal9 wrote:
I was trying to activate the physical sim and used the imei number which I’ve now read was a mistake. Is it possible restart the activation? My sim and service from my old carrier is still working

HI @Chantal9

no need to restart the activation. PM porting support team can help to update the account number and retrigger the port request.

I have sent you the porting support team number. Please check your Community inbox (envelope on top right), check for the number and call

Re: Unable to activate account

Dunkman — Sat, 15 Jun 2024 14:57:58 GMT

@Chantal9

If public mobile already took your money, it is not possible to restart activation by yourself.

What happens when you put the PM SIM card in your phone? Any service at all?

Re: Unable to activate account

Dunkman — Sat, 15 Jun 2024 15:30:25 GMT

Moved to original post