ACCOUNT FAILED TO ACTIVE BUT PAYMENT WAS CHARGED

[Haowei1]

Hi there,

I selected a plan and completed the payment on the website. Then I downloaded the app to transfer my number from Fido. However, the app asked me to resume activation. Now my account should start with choosing a plan and requesting a payment again. Could you please help me to solve it?

Thanks

[Ismaelramirez]

I understand your case I'm going through the same situation and it's very frustrating that you sign-in to get an eSim and the solution from their end is that you need to provide a sim card number, for them to help you. I've summited several tickets, they also closed the customer service chat and also they stopped responding through the tickets. that's my experience in less than a week. 

[hoboeatery]

I sent a ticket to an agent and all they did was ask for a SIM card number. I signed up for esim and no esim was added.

App says "subscription not activated".

[Handy1]

@Haowei1  You need to reach out to support 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[hTideGnow]

HI @Haowei1 

did you use the app to complete the activation step after the payment step? it is critical to use the app after payment to finish it.  if you have not done so, please download the app 

if you already completed the activation using the app, did you try using the sim card in a phone already?

if not working still, please submit ticket with CS agent here

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