Activation failed

[Malcs]

Hello, 

My payment went through but when activating on the public mobile app the activation failed and only said to contact support. The live chat agent told me to post here.

[vroomr2]

This is also my situation.

[daveinthehat]

It stopped at step 6 of 6.

[softech]

@daveinthehat 

there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.  
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[daveinthehat]

Hi did you get past Step 6?  Thanks, David

[daveinthehat]

There is no way forward on the app or the desktop browser login.

[daveinthehat]

Payment was made.  I got stuck at Step 6 of 6.  Activate

It is an esim installation on a Pixel 6 Pro

[softech]

@daveinthehat you had activation issue? which steps you are at? and you are activating eSIM or physical?

[daveinthehat]

Did you get past this?  What did you do?  Thanks, David

[daveinthehat]

There are no options.  The payment was made and it stopped in the final process.  I received no emails.  Has anyone solved this?  How do I move forward.

[Malcs]

I've not received any welcome emails or emails with a QR code unfortunately. Nothing in spam either, public mobile app seems bricked as it will only show that failed activation page every time I log out and back in.

[hTideGnow]

HI @Malcs 

S22+ for sure will work with eSIM

keep checking the email to see if the Welcome email came (check spam folder) , the QR code is there

and of course, keep checking the Community inbox for agent's reply.  But today, agent will reply slower than usual 😞

[Malcs]

Samsung Galaxy s22+

[hTideGnow]

HI @Malcs 

so, you are activating eSIM then?

what phone do you have?

[Malcs]

Logging back in to the app brings me back to the step 6 of 6 activation failed screen. No other options. 

 

[Priority]

If you go back into the app, instead of pressing 'Shop Subscription Plans' tap on 'Log In' and sign in with the New Email and Password you've already created and it should let you pick up and resume Activation from where ever you left off or wherever the Activation failed.

[Malcs]

Thank you for the link to contact support. I had not received any emails other than my order confirmation. I will wait for the agent to reply. 

[hTideGnow · Accepted solution]

HI @Malcs 

is it about eSIM failed? if it is, check the email and scan the QR code to install the eSIM

if it is not eSIM or if scanning QR does not work, submit a ticket with CS agent here:

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