topic Re: Canadian number in Get Support

Canadian number

Mygalkal — Fri, 19 Sep 2025 22:31:09 GMT

Hey, I am needing some advice, I am currently aiding a family member to switch over to Public Mobile, I have never had such issues like we have been. It has been 3 days now that we are trying to get her phone active but it is still in SOS mode, tried with ESim and it didn't work. Bought a physical sim and now it is saying her number is not a valid Canadian number. I have tried absolutely everything, we have followed the instructions to a tee.

Side not she never received her welcome email with the QR code either which I have also never seen before. They number was transferred over, payment taken, instruction's followed......I am at a loss.

Re: Canadian number

slusagm — Fri, 19 Sep 2025 19:58:42 GMT

if you got a physical sim, you need to login My Account to update the phone number instead of activating another account

check with PM first. 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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Canadian number

hTideGnow — Fri, 19 Sep 2025 20:00:02 GMT

hi @Mygalkal

have you completed your activation earlier using the PM app? you got to Step 6 of the subscription process?

if you are changing eSIM to physical sim, you need PM support agent to help to update the sim card number. Please message them here:
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: Canadian number

Grinch — Sat, 20 Sep 2025 15:00:01 GMT

Try sim in another phone.
Call and text the number and see if works.
Do a full reset on phone.