Activation problem

[hagar]

Hi all,

just received my sim card and went through the activation process. At the end I got a screen with all my account info and at the top a cryptic message:

Oops ... It seems that something went wrong .. Please href=" https://publicmobile.ca/en/on/get-help"
Target="_blank">email us to get your account operational. We apologize for any inconvenience.

After that my credit card was charged and I received a welcome email.

I cannot login with the email I used to activate and when I try to recover my password it says it cant find my email (I'm sure my password is correct, though).

What should I do now?

*note: I'm porting my number from Fido

[Lieux]

Did you send the moderator-team a private message with your problem @hagar ? They will answer you within 24 to 48 hours....be patient..

[hagar]

Yes, but the email that I used during activation does not work. It fails to login and if I try to recover the password it says the email was not found (but I'm sure my password is correct)

[Alex888]

Have yout tried going to the My Account page and selecting Create An Account to create a self-serve account?

[will13am · Accepted solution]

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@Doonerz wrote:

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@hagar wrote:

Hi all,

just received my sim card and went through the activation process. At the end I got a screen with all my account info and at the top a cryptic message:

Oops ... It seems that something went wrong .. Please href=" https://publicmobile.ca/en/on/get-help"
Target="_blank">email us to get your account operational. We apologize for any inconvenience.

After that my credit card was charged and I received a welcome email.

I cannot login with the email I used to activate and when I try to recover my password it says it cant find my email (I'm sure my password is correct, though).

What should I do now?

*note: I'm porting my number from Fido

---

I had this problem with two accounts that I tried to set up. I am not as knowledgeable as others on this community, but I will let you know what I did. 

I think the issue is the porting process - it takes a few hours sometimes. I tried 5 times to activate my SIM (I had to wait one hour after my 4th attempt) until it worked. Going through the all the pages necessary each time. Finally the credit card section was able to be filled in and it got charged. At this point all was good.

You may have to wait until they allow you to make a self serve account.

---

Your situation might be different.  In this particular case, payment was taken.  Usually when that happens, the activation process has progressed far enough that it is not possible to re-attempt the activation process.  I would say seeking moderator team assistance is the best way forward.  @hagar, please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

[Doonerz]

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@hagar wrote:

Hi all,

just received my sim card and went through the activation process. At the end I got a screen with all my account info and at the top a cryptic message:

Oops ... It seems that something went wrong .. Please href=" https://publicmobile.ca/en/on/get-help"
Target="_blank">email us to get your account operational. We apologize for any inconvenience.

After that my credit card was charged and I received a welcome email.

I cannot login with the email I used to activate and when I try to recover my password it says it cant find my email (I'm sure my password is correct, though).

What should I do now?

*note: I'm porting my number from Fido

---

I had this problem with two accounts that I tried to set up. I am not as knowledgeable as others on this community, but I will let you know what I did. 

I think the issue is the porting process - it takes a few hours sometimes. I tried 5 times to activate my SIM (I had to wait one hour after my 4th attempt) until it worked. Going through the all the pages necessary each time. Finally the credit card section was able to be filled in and it got charged. At this point all was good.

You may have to wait until they allow you to make a self serve account.

[computergeek541]

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@hagar wrote:

Hi all,

just received my sim card and went through the activation process. At the end I got a screen with all my account info and at the top a cryptic message:

Oops ... It seems that something went wrong .. Please href=" https://publicmobile.ca/en/on/get-help"
Target="_blank">email us to get your account operational. We apologize for any inconvenience.

After that my credit card was charged and I received a welcome email.

I cannot login with the email I used to activate and when I try to recover my password it says it cant find my email (I'm sure my password is correct, though).

What should I do now?

*note: I'm porting my number from Fido

---

I would say the first thing to do would be check to see if the cellular service is working.  To get your self-serve account fixed up, you'll probably have to send a message to the moderators to ask for some help.  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437