topic Re: Number Transfer & Account Activation: Troubleshooting and Useful Information in Get Support

Re: Account Activation Issue

helpme9 — Sun, 01 Feb 2026 17:29:30 GMT

I've tried step 5 since last Sunday and it still keeps saying "subscription not activated"

I've also restarted my phone and then logged in again and tried transferring my phone number and still go the "subscription not activated" message. Please help.

Re: Number Transfer & Account Activation: Troubleshooting and Useful Information

Dunkman — Sun, 01 Feb 2026 17:22:29 GMT

@helpme9

More details would be helpful.

Did you download the PM app on your phone to finish off activation?

Were you charged already for your plan?

Did you activate physical SIM card or eSIM?

Some customers were unable to successfully complete activation last Sunday when the servers were being overwhelmed.

Re: Number Transfer & Account Activation: Troubleshooting and Useful Information

helpme9 — Mon, 02 Feb 2026 18:02:30 GMT

Thanks for your reply.

In regards, to your questions:

Yes, I've downloaded the PM app on my phone and I've already been charged for the plan. I am trying to activate the physical SIM card but I didn't get to that point because after I tried transferring my phone number on Step 5, it said "SUBSCRIPTION NOT ACTIVATED Something didn't go right while activating your subscription. Click below to contact a customer support agent."

I've repeated the process of transferring my phone number and this message always shows up since January 25th. I have not removed my old SIM card on my phone because I haven't gotten an SMS from the previous provider authorizing the transfer.

I really appreciate your help.

Re: Number Transfer & Account Activation: Troubleshooting and Useful Information

hTideGnow — Mon, 02 Feb 2026 18:09:19 GMT

hi @helpme9

try reboot the phone and login to app again and see if you can complete the subscription

and if you are activating eSIM, can you double check if the PM eSIM is already showing up on your Sim Manager or Settings-> Cellular?

if yes, then you need to manually enable it and set it as Primary (please also remove old carrier sim card and disable old carrier esim)

but if you still cannot complete subscription or sim not there, ask PM support agent to help, you can submit ticket by direct message:
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: Number Transfer & Account Activation: Troubleshooting and Useful Information

helpme9 — Mon, 02 Feb 2026 19:33:22 GMT

I have rebooted the phone and logged in but it's still saying the same.

I don't have an eSIM. I purchased a physical SIM card from the Telus store.

Thank you!