topic Subscription not activated in Get Support

Subscription not activated

maksimua81 — Sat, 29 Mar 2025 22:49:01 GMT

Hi there, I am getting to the Step 5 in the activation process, which asks me to pick my new phone number on Public Mobile app (I am not transferring an old #). Once I select the new number, I press Continue and get the error message at Step 6 saying "Subscription Not Activated". I have my Public Mobile account and my email properly set up and I am getting/entering codes when asked, so it is not a code problem. My credit card has been charged for the subscription plan. Can you help me activate my plan please? Thank you in advance

Re: Subscription not activated

hTideGnow — Sat, 29 Mar 2025 18:17:42 GMT

hi @maksimua81

just want to confirm you were using PM app and got to the last step and go the error?

If you did, yes, it is a common error and you need PM 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

slusagm — Sat, 29 Mar 2025 18:18:25 GMT

you will need PM to help to complete the subscription. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Subscription not activated

maksimua81 — Sat, 29 Mar 2025 18:21:45 GMT

Thank you for confirming. I sent a message and awaiting the response from @CS_Agent

Re: Subscription not activated

hTideGnow — Sat, 29 Mar 2025 18:55:33 GMT

hi @maksimua81

glad it is resolved and resolved quickly

So, what was the problem and did they tell you ? and did you activate esim and was it esim problem?

Re: Subscription not activated

Piesh — Sun, 30 Mar 2025 20:00:02 GMT

May I ask which plan you purchased? My boyfriend is having exactly the same problem as you, yet I also am a new subscriber and activated my eSIM 5 minutes before his attempt. Mine connected immediately and his we still can't activate today.

The ONLY difference is that I purchased a 5g plan and he purchased a 4g plan. Could that make a difference?

Re: Subscription not activated

slusagm — Sun, 30 Mar 2025 20:02:23 GMT

the plan you activate won't make any difference. Just a problem with the system sometimes. Ask PM to help with your boyfriend's account

Since he cannot properly login at this stage, he won't be able to open the preferred Chatbot ticket. So, he will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Subscription not activated

Piesh — Sun, 30 Mar 2025 20:10:48 GMT

Yes, we have sent a PM and are awaiting a response. I am just anxious because I have been helping him with this since yesterday while visiting because he cannot handle it, but I am going home in a couple of hours and he will be here without a phone or the knowledge/patience to navigate the site/processes to get his phone working. I am also concerned they will require him to go and pick up a physical SIM, and he has no vehicle to do that.

I was hoping to get an answer while I am here to assist him.

Re: Subscription not activated

Ultra_hdr — Sun, 30 Mar 2025 21:33:07 GMT

This is the exact issue I'm having , looking to get 4g 50g plan , got charged card , got to the step of choosing phone numbers and then it tries to activate and get a message to contact support