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!

[Tony2025]

What phone are you using phone you use might not be volte compatible 

[bigasif]

Resolved!

[bigasif]

Hi,

I just received my physical sim in the mail and activated with a temporary number through the PM app. 

I went to transfer a number to port my number in. Eventually it said an error. When I go to my account page, it now shows my "ported" number i.e. my number from my other carrier. 

But I never received the text on my previous carrier asking about the transfer, so I think it failed the port but got stuck somewhere. If I try typing the same number in "transfer a number" it tells me to enter a valid number...

Someone please help! Thank you!

[CSA_PM]

Hi @ brendanjm 

I sent you a private message to your created ticket.

[brendanjm]

I asked for an Esim and to transfer my phone number from Telus. My texts aren’t working at all and the data doesn’t seem to be working very well.  It’s been seven hours since I tried transferring my number etc.  Public Mobile is set as my primary line and is turned on. My old Telus line is still turned on. Am I supposed to turn this off?  still have my old sim card in my phone.. It also won’t let me submit a ticket.

[CSA_PM]

Hi,

Thank you for the escalation. @Themask we invite you in private message for further help.

[GaryLai1]

Hi Dr_PM,

I've tried to do what your post suggested, but I get to the 6th step and it still saying "Subscription Not Activated". I also cannot send a support ticket as the submit button is greyed out. Can I request some support please?

I also want to mention that I tried calling the porting number  and I get sent to Koodo, and they suggest I open a new ticket on Koodo Assist, which I can't access either. 

I tried resetting my phone, and activating the number with my IMEI number and with my former service provider account number. 

Thank you for your help.

[Nikhilesh]

I have successfully ported to public mobile

The problem I m facing now is network. My internet works fine but somehow my calling is unaccessible. I am not ablevto make or recieve calls

[Themask]

Hi all. I was able to 100% complete the process. For iPhone eSIM users, you may have to manuallygo into Settings-Cellular- and click on the newly created PM eSIM.

[Wai99]

Scenario 2, Note 3 says, "Ensure your Public Mobile eSIM is active and set as your primary line."
Question:  When should I set Public Mobile eSIM as Primary?  During activation and eSIM installation?  Or, only after Note 2; that is, when reply “YES” to the confirmation text to port out my old number, should my old provider be the Primary to ensure the "Yes" reply is sent from my old number?  
Could you please clarify?  Thanks!

When I activated my subscription and installed the Public Mobile eSIM, my Cellular settings are the followings, since I want to keep using my old number until I'm ready to port it out: 
- Primary is my old provider's old number, using physical SIM. 
- Secondary is Public Mobile's temp number, using eSIM.
- Default for voice line, iMessage and FaceTime are set to Primary. 

[Sabrina22]

It worked!! Thank you so much!!

[Mario_M]

Hi @mlbra Notifying that your portability request has been completed.

[KTN780]

I just figured out my parents porting issue. Since the phones weren't sending out a text after receiving the text to Port the number. Instead of having public mobiles Network as the primary for the sun, I kept the original provider on the phone and sent out the text messages through them. After I received the text messages and replied "YES" I finally received the message from public stating that I successfully ported the number. I restarted the phone as they said in the message and removed the old sim. I dunno how this works with physical sim card as I was using a eSim for both of my parents phones. But everything seems to be working fine now 

[mlbra]

Need help porting my number from Freedom

[KTN780]

I am having the same issue with my parents phones. I get the text to switch. But if I try and text back, it does not send anything back. There seems to be a problem with public texting out because I can't even text myself on my phone. So there's the break

[Dunkman]

@Sabrina22 

Check your private message inbox.  I will send you the Telus team porting team number to check status of port. 

[Sabrina22]

I am in the process of transferring my phone number from Fido to Public Mobile. I received the port-out authorization message from Fido and replied YES. However, Public Mobile indicates that the authorization has not been received, and the number transfer has not completed. I have already restarted my phone.What should I do now?

[Mario_M]

Hi @andymapleridge  Please check your inbox so you can get further information about your ticket on queue.

[computergeek541]

---

@andymapleridge wrote:

I also have two pending messages sent to @CS_Agent for days now without a response. It was about missing the $10 referral bonus. Can you help me check? @hTideGnow 

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hTideGnow doesn't work for Public Mobile and doesn't have access to your Public Mobile account to check.

[Jeis]

No matter how many times you resend the code, it will not allow for email codes instead. Maybe there is a problem on Eversafe's end

[Mario_M]

Hi @Pakdee   Please keep an eye on your community inbox, someone will be in touch with you privately to help soon.

[Droneguy9]

I’ve entered the SIM card, and cannot connect to a network and complete 2FA. How should I proceed?

[Pakdee]

I ported my number to Public Mobile, and SMS has not been working since then. I submitted a ticket but haven’t heard back yet.

[Rd10]

Hi! I don’t have any messages from you in my inbox. Please help as I need to be able to use my phone. 

[Mario_M]

Hi @Rd10 Please check your inbox message so you can get further information about your ticket on queue.