topic Re: Subscribing to Public in Get Support

Subscribing to Public

I-Claudius — Wed, 23 Apr 2025 21:36:47 GMT

I went through the whole process on my phone with your app and it asked me to confirm my identity with a 6 digit code sent to my email but nothing was sent. I asked to resend the code 3 or 4 times no luck

Also I spoke to an agent and they said I did not link by SIM card to my phone number......either way I don't have access to my phone and it is not working.

Re: Subscribing to Public

slusagm — Wed, 23 Apr 2025 21:39:28 GMT

you already talking to agent?. then you have to ask them to check and link the sim card number back for you

or use this link to open ticket with PM

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: Subscribing to Public

hTideGnow — Wed, 23 Apr 2025 21:40:51 GMT

hi @I-Claudius

did you try the PM sim card? can it make calls? does data work?

and did you request porting in your number? if you see the confirm identity prompt but didn't get the text , and if you requested porting, the text would have sent to your old carrier's sim card as the port is not done. if you request porting, put the old sim back and check if it got the text

Re: Subscribing to Public

CSA_PM — Wed, 23 Apr 2025 21:42:28 GMT

Hi @ I-Claudius

Thanks for reaching out. Is the subscription already activated?

Re: Subscribing to Public

I-Claudius — Wed, 23 Apr 2025 22:18:37 GMT

I believe it was, I got to the part where I entered my phone number and IMEI number and it was contacting my old provider when it said something went wrong. Contact support

Re: Subscribing to Public

slusagm — Wed, 23 Apr 2025 21:52:57 GMT

did you use the web to start subscription and then after payment, you were asked to use the app to complete the activation?

honest, I don't think your activation was completed. Please message CS agent and have them to help

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: Subscribing to Public

I-Claudius — Wed, 23 Apr 2025 21:57:42 GMT

Also it never asked me to link to my phone number

Re: Subscribing to Public

slusagm — Wed, 23 Apr 2025 22:04:57 GMT

yes, it looks like you didn't use the app. But anyway, to sort thing out, please use the link in my post above to ask PM to help

Re: Subscribing to Public

hTideGnow — Wed, 23 Apr 2025 22:21:31 GMT

hi @I-Claudius

i think you were using the app as it asked you about the phone number details. However, you shouldn't be enter IMEI, you should be entering account number

so, did you get a text from your old carrier for your approval to port? did you reply Yes? you need to reply within 90 mins

Re: Subscribing to Public

I-Claudius — Wed, 23 Apr 2025 22:24:26 GMT

I did not have the account number so it gave me the option of the IMEI number. I entered that and then it asked me to click the number and it was contacting my old provider "Telus" and now it has come back with "Subscription not Activated" Sonething didn't go right when activating your subscription. Click below to contact a customer support agent.

Re: Subscribing to Public

CSA_PM — Wed, 23 Apr 2025 22:28:27 GMT

Hi @ I-Claudius

I will send you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage