topic Re: Stuck in pre-activation loop. in Get Support

Stuck in pre-activation loop.

PhilipR — Fri, 13 Jun 2025 01:59:52 GMT

When I login to my account I am redirected to the pre-activation section with the only options being to
1. Continue my activation (which doesn't work because my SIM card is already in use) or
2. Login (AGAIN)

I'm stuck in an infinite loop with no way to access my account and make any changes.

After speaking with a CS Agent and being gaslit that I'm using the incorrect email for 2 hours, I've almost given up.
I am 1000% sure I'm using the correct email. It's been saved in my password manager for months. When I recover my email using my phone number I get the recovery email at the SAME exact email I'm using to login.

I've seen in other threads that a CS Agent would be able to "reset" things for me. PLEASE HELP THIS IS RIDICULOUS.

Re: Stuck in pre-activation loop.

softech — Fri, 13 Jun 2025 02:02:16 GMT

@PhilipR

you said you talked to CS agent, did you exchange messages with CS_Agent? If so, you can reply the message and ask them to help with the login. I suggest you change the login email temporary first. So, ask PM CS agent to help changing the login to another email address (if you don't have another email, get a new Gmail account)

Re: Stuck in pre-activation loop.

PhilipR — Fri, 13 Jun 2025 02:08:05 GMT

Yes I exchanged messages with CS_Agent. They have stopped replying.

The issue I'm having isn't with logging in though. I can log in. But once I log in I get instantly redirected to the pre-activation screen. And clicking on "my account" takes me to the same pre-activation screen.

Re: Stuck in pre-activation loop.

softech — Fri, 13 Jun 2025 02:11:38 GMT

@PhilipR

i have escalated your issue on behalf. A CS Agent will reply you again tomorrow. Please check your Community inbox.

Again, CS agent should be able to help to change your login to another email address

Re: Stuck in pre-activation loop.

CSA_PM — Fri, 13 Jun 2025 11:58:31 GMT

Thank you for the escalation!

The customer has already been in contact with one of our agents, and the issue has been successfully resolved.

Re: Stuck in pre-activation loop.

PhilipR — Fri, 13 Jun 2025 13:01:21 GMT

FIXED: No thanks to the first Customer Support Agent I interacted with.

Finally after 6 hours, when I logged in using the same email I was being told wasn't associated to the account, I got to a security screen where I had the option to change my email and password. After changing the email used for the account I was finally able to log back in and see my account information.

I'll also add that if you attempt to change providers when something like this happens to you. It will be more of a headache because for some reason Public Mobile couldn't transfer my number so I was left getting billed by two companies before giving up and having to cancel with the new provider.