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?
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.
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