topic Re: Not able to activate account in Get Support

Not able to activate account

Avinash4891 — Sun, 22 Jun 2025 19:27:47 GMT

I subscribed to a plan today and chose activate the subscription by choosing the number transfer from other provider. No matter, how many times I try, I never receive the transfer confirmation message from my other provider and I am unable to contact their customer service at the moment.

Another error message I get is eSIM not installed.

Could anyone please help.

Re: Not able to activate account

BKNS27 — Sun, 22 Jun 2025 17:56:20 GMT

@Avinash4891

Your account from the other carrier MUST be active for your to receive the text confirmation. So don’t cancel service with them. Once porting is completed, it will automatically cancel your old service.

You will need to contact a CS_Agent by typing in Submit a Ticket on the Chat icon for PM to contact your old carrier to resend the confirmation text.

Re: Not able to activate account

Avinash4891 — Sun, 22 Jun 2025 17:57:55 GMT

Thank you @BKNS27 , I just created a ticket with CS_Agent.
Yes, My service is still active with other provider.

Re: Not able to activate account

Help10 — Sun, 22 Jun 2025 18:40:40 GMT

Having the same issue

Re: Not able to activate account

hTideGnow — Sun, 22 Jun 2025 18:57:05 GMT

hi @Help10 did you use the PM app to activate? did you reach to Step 6 ?

if you put the PM sim in a phone, can it connect?

but you might still need PM support to help

you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: Not able to activate account

Avinash4891 — Sun, 22 Jun 2025 19:42:27 GMT

I requested CS_Agent to regenerate my porting request and then I received the message from my current provider. Now, My PM account is activated and I able able to see my subscription as active.
but the problem is eSIM was never installed and I never received the activation email. So cannot retry installing the eSIM. I am using iPhone 16 Pro.
I have dropped a message to CS_Agent and currently waiting for their response.
Could anyone suggest anything that I should try.

Re: Not able to activate account

hTideGnow — Sun, 22 Jun 2025 20:27:03 GMT

hi @Avinash4891 can you check your phone's S*Manager or Settings ->Cellular and see if the Public Mobile sim is there. iIt could be there already as the PM app would have installed for you. if it is there, enable it