topic Re: I’m trying to re-activate in Get Support

I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 16:52:13 GMT

My husband has a new phone and I am trying to reactivate it. His login won’t work.

Need help with activation

Kim47 — Wed, 10 Dec 2025 17:01:49 GMT

Im honestly gonna lose it right away. I need to speak to someone. AN ACTUAL PERSON. Im am trying to activate my husbands phone. He is already an account holder, it will not let me log in.

Re: I’m trying to re-activate

slusagm — Mon, 06 Apr 2026 22:08:34 GMT

new phone? was your husband has PM service on the old phone?

if he does, you don't reactivate, you just need to move the sim card to the new phone

if he has physical sim , just move it over

if he has eSIM, he need to buy a new eSIM.

but you said his login does not work? ask PM to sort it out first, Please send them a message

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After PM helped with the login, then download the PM app on the new phone, login and to to Account -> Purchase Sim card -> eSIM to buy a new sim card

Re: Need help with activation

BKNS27 — Wed, 10 Dec 2025 17:07:14 GMT

@Kim47

Best to contact a CS_Agent by clicking on the Chat icon then type in “Submit a Ticket” then Contact or link to help with login to the account:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

But did you read the solution posted on your previous post?

https://productioncommunity.publicmobile.ca/t5/Get-Support/I-m-trying-to-re-activate/td-p/1391073

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 17:10:55 GMT

We moved it over yesterday. He gets billed but his APP isnt recognizing his log in information

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 17:14:02 GMT

@Kim47

I will try to escalate to CSA_PM. Should contact you via private message within 30 minutes.

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 17:15:04 GMT

Thank you

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 17:35:18 GMT

I also reloaded the APP and now it says "Hang tight! Our APP is just catching its breath. Well e up and running shortly", but yet my APP is working no problem.

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 17:57:38 GMT

Still no contact. Is there a phone number I can call?

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 18:08:57 GMT

@Kim47

Sorry no phone number for PM customer service. All online.

I escalated a post earlier and CSA_PM did respond. Hopefully in the next little while. Might be busy.

BTW, what error are you guys getting when you try the login and password?

Have you tried to login via a computer?

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 18:12:12 GMT

Tried both. APP wont allow him to login. I had to create a new account to login on a computer

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 18:37:52 GMT

I think I am just going to go with another carrier. Nothing should be this difficult. So frustrating.

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 18:48:22 GMT

@Kim47 wrote:
I think I am just going to go with another carrier. Nothing should be this difficult. So frustrating.

@Kim47

it can be frustrating for sure. FYI, your PM account need to be active to succesfully port your number to another company.

Using computer, you might want to try a different web browser, clear cache or incognito/privacy mode before trying to login. Website has caching issues.

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 18:51:04 GMT

Is there a way to login just using his cell phone number?

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 18:55:55 GMT

Where would a message pop up from the PM agent? Also, if I went on my account and downloaded an eSIM, would that work for his phone?

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 19:05:33 GMT

@Kim47 wrote:
Where would a message pop up from the PM agent? Also, if I went on my account and downloaded an eSIM, would that work for his phone?

@Kim47

You should receive message in your private message inbox

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

Envelope icon on the right upper corner of website.

No, that will not work. If you download app and login into your account and purchase eSIM, your phone number and account will be set up on his phone.

To login into PM account, the user ID is always the email address (not phone number). If you enter the proper password, then PM should send your 2FA text to your cell number. Once you enter that 2FA text, then you will be able to access your account. If unable to receive 2FA text, you can sometime get 2FA email code instead.

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 19:14:30 GMT

Does batch processing have to be on or off?

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 19:22:01 GMT

@Kim47 wrote:
Does batch processing have to be on or off?

@Kim47

Sorry unfamiliar with that term. If it is turned on right now, try to turn off and try to login. Vice versa.

Re: I’m trying to re-activate

Kim47 — Wed, 10 Dec 2025 20:49:32 GMT

Was able to login. But cant receive texts. Was able to get it via email however it will not let me purchase an eSim

Re: I’m trying to re-activate

Dunkman — Wed, 10 Dec 2025 21:52:47 GMT

@Kim47 wrote:
Was able to login. But cant receive texts. Was able to get it via email however it will not let me purchase an eSim

@Kim47

Sorry for delay. At work right now so can't check immediately.

If you download the PM app on your husband phone and login into his account, you should be able to purchase an eSIM. Then the eSIM will be installed on your husband new phone. Which model phone is your husband using?