topic Re: problems with activation in Get Support

problems with activation

Your — Tue, 24 Dec 2024 20:49:18 GMT

Good day everyone,

New user here..... I subscribed to the "75GB Data within Canada, the US and Mexico at 5G Speed" plan and created a new account , then processed a payment. The final step instructed me to download the PM app to finish activation.

On the PM app, i logged in with the ID/PW... it starts the subscription process all over again....but I've already paid and see the charge on my credit card. When i entered the SIM serial number, it says it was already used.

What am i doing wrong here?

Re: problems with activation

PM_5G — Tue, 24 Dec 2024 03:37:07 GMT

In the app you need to log in to proceed - not try to subscribe....

I believe there is an option when you load the app initially.

Re: problems with activation

hTideGnow — Tue, 24 Dec 2024 03:37:08 GMT

hi @Your

you should have started with the PM app from the beginning. At this point, only PM support can sort it out

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: problems with activation

PM_5G — Tue, 24 Dec 2024 03:40:46 GMT

Signup can be done from both the website and the app...
If you use the app you can do it all in one step the website makes you go to the app to finalize the phone setup.
This step can be done just need to log it rather than subscribe in the app as I said below.

Re: problems with activation

Handy1 — Tue, 24 Dec 2024 03:42:23 GMT

@Your Since you already paid you shouldn’t have to pay again . But no worries support can help

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: problems with activation

hTideGnow — Tue, 24 Dec 2024 03:42:56 GMT

Usually it is better to use the PM app to subscribe

while you can still use the web to start and then pickup the subscription using the app after the payment step, we notice there are often problem with the login to the app, which is exactly the issue OP experiencing. With that, we suggest to only use the PM app to start subscription.

Re: problems with activation

PM_5G — Tue, 24 Dec 2024 03:51:03 GMT

As noted there may be an issue with logging into app...

Please make sure when you are trying to log into app you use the email and password you set up your account

BOTH Email address and password you enter and use are case sensitive!
I just had an issue where the 1st letter of the email ended up capitalized by the Iphone autocorrect and user was having a login issue with lower case email address!