topic Re: No esim and acount not fully activated in Get Support

No esim and acount not fully activated

KineCisse — Fri, 19 Jul 2024 20:16:16 GMT

I opened an account paid for my subscription and downloaded the esim and it did not work.

I then deleted it but can't use the same QR code to download it again.

I don't know what to do

Re: No esim and acount not fully activated

eddieO — Fri, 19 Jul 2024 20:03:43 GMT

@KineCisse try "buying" another eSIM through the PM app, it will show that it's $5 but since you already had one when you go to process the purchase it should not charge you for it. Then you should get a new email with a QR code to use. If this does not work you will probably need to contact a CS_agent by clicking on the small orange round circle in the bottom right corner and type: Customer Support Agent

Re: No esim and acount not fully activated

KineCisse — Fri, 19 Jul 2024 20:36:53 GMT

I can not access to it because it ask to confirm my identity with the code they sent to my number.

The new number of the esim I can not activate

Re: No esim and acount not fully activated

eddieO — Fri, 19 Jul 2024 20:46:13 GMT

@KineCisse there should be an option that says "Did not get code" select that and you should be able to choose to resend the code but with other options, choose to receive it by email

Re: No esim and acount not fully activated

KineCisse — Fri, 19 Jul 2024 21:01:22 GMT

@eddieONo there is not

Re: No esim and acount not fully activated

eddieO — Fri, 19 Jul 2024 21:06:04 GMT

@KineCisse, at the very bottom of your screenshot where you see the 6 empty squares there's a spot that says: Resend code, does that give you the option to choose email?

Re: No esim and acount not fully activated

KineCisse — Fri, 19 Jul 2024 21:10:14 GMT

I am not talking about the security code.
This is another code after the security code.
Please look again

Re: No esim and acount not fully activated

eddieO — Fri, 19 Jul 2024 21:14:30 GMT

@KineCisse okay, it looks like that's for granting full access to your account but I was hoping the "Resend code" would still give you the choice to send a different way. If you cannot you will likely need to open a ticket:

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)