topic Subscription not activated in Get Support

Subscription not activated

Agms — Fri, 29 Nov 2024 21:55:18 GMT

Says "subscription not activated" I am a new subscriber, chose to use an esim, and transfer existing number from Koodo. My credit card has been charged, but I cannot get anywhere from the "Subscription not Activated" page. I submitted a ticket, but no response yet. Any ideas?

Re: Subscription not activated

will13am — Fri, 29 Nov 2024 21:58:44 GMT

@Agms , just to confirm the activation was completed using the mobile app? Are you able to login to the account and confirm an active service. In any event, support tickets can take around 1-2 hours for a response. Watch the envelope symbol for notification of an incoming response. Depending on the community settings, you should also get an email notification of an incoming response.

Re: Subscription not activated

hTideGnow — Fri, 29 Nov 2024 22:01:39 GMT

hi @Agms

did you try to reboot the phone and try login the app again?

and test the sim card, if it is a physical sim, put it in the phone and see if it works. But if it is eSIM, check the Sim Manager screen and see if it is already there and enabled (or Turn on this line is toggled on)

if still not getting anywhere, then ask support to help. you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Subscription not activated

PatrishaR — Fri, 29 Nov 2024 22:02:22 GMT

Hello,

I have message support and have submitted many tickets. It has been close to 8 hours and still no reply. I have a similar situation with poster where I was charged with subscription amount, but only got to invalid canadian number while trying to transfer... valid imei and everything was checked prior to. Koodo postpaid as well. How to proceed?

Re: Subscription not activated

Agms — Fri, 29 Nov 2024 22:03:04 GMT

Thanks for responding. I did use the mobile app to complete activation. When I relog in it sends me to continue activation, then to subscription not activated page. Then around in circles. I can wait for a ticket response.

Re: Subscription not activated

hTideGnow — Fri, 29 Nov 2024 22:04:10 GMT

hi @PatrishaR

you have checked the Community inbox and no response at all?

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

Re: Subscription not activated

PatrishaR — Fri, 29 Nov 2024 22:05:08 GMT

nothing at all. I did check that my message was sent. As far as replies, None 😞

Re: Subscription not activated

PatrishaR — Fri, 29 Nov 2024 22:38:05 GMT

Hello again,

Is there another way to fix my problem ( number not valid) ? Or should I keep waiting ? Also, if this does not get fixed in days, will they refund me for the charged subscription that was not used?