Number Transfer & Account Activation: Troubleshooting and Useful Information

[DR_PM]

Hey Community, 

We wanted to share an update for any new subscribers that are still experiencing some common issues.

Number Transfer Issues

If you have a number transfer issue that is still not resolved, please try resubmitting the transfer request. Depending on your scenario, please try the following.

Scenario 1: For new subscribers that have paid for their service but not completed the activation:

1. Return to the Public Mobile App.
2. Resume the activation process.
3. Resubmit your transfer request successfully.

Scenario 2: For new subscribers that activated a new number with us but need to transfer their old number in: 

1. Log into the Public Mobile App
2. Navigate to “Account”.
3. Select the option to Transfer Phone Number. 
4. You will be presented with an option to transfer your old number to Public Mobile.

Note: in order for the request to be successful, please be sure that you:

1. Keep your old provider’s SIM card in your phone to receive the porting confirmation text message. If it’s an eSIM, ensure that it is still active during this step.
2. Reply “YES” to the confirmation text once it’s been received within 90 minutes.
3. Ensure your Public Mobile eSIM is active and set as your primary line, or if you have a physical SIM, insert it into your phone and restart.
4. Once you have received our confirmation of the successful transfer, restart your phone.

If the above steps have not resolved the issue, log out from the Public Mobile App, log back in, and retry.

You can find more detailed information on the number transfer process here.

Account activation issues

• For anyone that is having trouble receiving the two-factor authentication (2FA) text message to log into their account, just try again. After a few tries an email 2FA option will be presented, which will also grant you access.
• The monthly subscription period of 30 days begins upon service activation. Ordering your SIM card does not start your service or billing cycle. Your service starts when you activate your subscription.

If you have already submitted a support ticket, rest assured that our team is working to get back to you as soon as possible.

Thank you!

[Ed_Shevsky]

Hello,

I have Fizz and PM e-sims both installed and active on my iPhone. I’m using PM as Cellular Data, Fizz - Default Voice Line. In this case could you please explain about it: “Ensure your Public Mobile eSIM is active and set as your primary line”?

Thanks a lot

[teddy1997]

Yeahh gonna do that when they respond to one of my many messages. Thanks again!

[Dude905]

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[teddy1997]

I purchased eSIM and it did work! Thank you! I guess the free one I got in the beginning when I first transferred did not work.

[Dude905]

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[Dude905]

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[teddy1997]

When you purchased the new eSIM, were you able to transfer your number as well? I’m just worried about losing my number if I purchase another eSIM. 

[Dude905]

delete this

[hTideGnow]

hi @Dude905 

this only work as your app was still logged in or you can get the 2FA code on your old carrier sim. 

Some have the app logged out and need to receive 2FA code via sms, which they cannot (maybe the number already ported)

[teddy1997]

I did all the steps and was successful transferring my number from my old provider to Public Mobile. I received a text to restart my phone to complete the process, which I did, and when it turned on I had no connection whatsoever. It is only showing ‘SOS’ and when I checked the app it says “eSIM is not installed.” I don’t know what else to do because the eSIM from my old provider is no longer on my phone so I can’t even redo the whole transfer process. I have been waiting for days for a response and still nothing as well. This is very frustrating and disappointing.

[Dude905]

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[TR2189]

Dear PM Team,

I need urgent assistance with a failed number transfer/port-in during activation from yesterday.

I attempted to transfer my Koodo Postpaid number to PM using your app during activation, following your YouTube support video instructions. My Koodo service was on an eSIM.

During the port process, I received the porting authorization text message and replied “YES” to approve the transfer. Shortly afterward, the PM app indicated the transfer failed and instructed me to contact customer support.

Since then, I have lost service and currently do not have an active number. The PM app now prompts me to select a new phone number, even though I already approved the port request. I am extremely concerned about losing my original number, and I cannot afford to lose it.

I also called the koodo porting support number  but I was not able to get help. I was told my number has been successfully ported out of Koodo but I have not been able to activate my line with PM. A PM live agent suggested I submit a ticket, however, my ticket submission option is not working. I have sent you guys multiple private messages and have received no response. I am stuck at step 5 out of 6 and have not received any activation confirmation email from PM. There was no support instructions provided for someone in a scenario like me. 

Request:
Please activate my PM account and restore/complete the port-in so I keep my original number. I simply need my number and service back as soon as possible.

[Dude905]

delete this

[jxc]

I’ve activated my subscription with PM and initiated the number transfer Jan 26 @ 11:30pm. Received text from previous provider to authorize transfer, replied “yes”, then PM texted saying “having trouble transferring your number. Looks like you entered an incorrect ESN/MEID” @ 11:34pm. Just now I tried to go into Account > Transfer Phone Number, and got “invalid phone number” after inputting my number. Any other way to re-initiate the number transfer process? I’m still stuck on data & calling out only.

[May_L]

Dear PM team

1. When i tried to scan QR code, it said failed

and

2. when i log in to the App -> setting -> transfer my number it said that is not canadian number but this number is from Fido.

I understand a bunch of tickets right now. But no phone impacts my work