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Activation won't complete - can't log into My Account

ChadOliver
Good Citizen / Bon Citoyen

It's not been 11 hours since I started my activation and it appears stuck.  When i try to log into My account is says 

Forbidden A1

I don't have access to my phone number yet.  Any help would be greatly appreciated 

19 REPLIES 19

ChadOliver
Good Citizen / Bon Citoyen

Thank you!  An agent just fixed it for me!

ChadOliver
Good Citizen / Bon Citoyen

Thank you all for your help.  An agent just reset the line and it finally works!

harnish
Good Citizen / Bon Citoyen

Clearly the wrong choice of words there.  Confused multiple people.  I use talk interchangablely with communicate with.  It can me verbally or non-verbally and in realtime and through exchanged messages.  This was the non-verbal kind through exchange messages using this community's direct messaging capabilities to talk to CS_Agent.  This link:

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

Dave1986
Good Citizen / Bon Citoyen

how were you able to talk to someone ?

harnish
Good Citizen / Bon Citoyen

I sent a direct message via the community messaging.  I sent one last night and a second one this morning.

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

No talking.  It's messages. Message here look at your picture upper right corner for replies. Click the box and Message  might be 4-5 hours

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

ChadOliver
Good Citizen / Bon Citoyen

Im using an actual SIM card

ChadOliver
Good Citizen / Bon Citoyen

How did you get to talk to a customer service agent

harnish
Good Citizen / Bon Citoyen

I am just going to update that my issue is resolved; I hope @ChadOliver is as well.  All that was required was actually talking to a customer service agent.  They did do some kind of reset on their side (which got me back into my account).  Then I did a mobile network reset on my phone and reboot it a few times.  The first time my subscription was still messed up.  The second time, it was working.  I can send/receive calls now and I have access to moible data.

harnish
Good Citizen / Bon Citoyen

It is a physical sim.  I was able to make outbound calls until the txt from*611.  At that point data and the phone service stopped. *611 tells me my service is temporarily suspended and I have a $0 balance.  So is suspect something happened during the activation part.  Maybe when linking the sim or when apply the prepaid amount.  Either way, I think that is also likely the cause of Forbidden A1 too.  It happened at the same time.  Prior to that text, likely when the transfer completed, something went wrong.

I'm fairly certain the sim is properly registered.  It rings when the number is called.  But I'll try it in another phone.

@ChadOliver 

so, you cannot even make outgoing calls, right? are you using esim or physical sim?

if physical, check the sim in another phone

if esim, check Sim card manager and see if the Public Mobile esim is enabled, or On iPhone, check if the PM esim is set as Primary and enabled "Turn on this line"

harnish
Good Citizen / Bon Citoyen

I have another phone with them.  It was flawless to get setup.  This one, my main one, is having issues.

harnish
Good Citizen / Bon Citoyen

No reply as of yet.

ChadOliver
Good Citizen / Bon Citoyen

I've restarted it like every hour.  Doesn't work.  Had no issues with my other two lines.  I put a message in already and no response... Its been 15 hours and nothing.  Says it can take up to 48 hours to get back to me.  I can't wait 48 hours.  If they don't resolve it within a few hours I'll have to go back to Bell.  They just called and offered me a similar deal to return.  

ChadOliver
Good Citizen / Bon Citoyen

That is exactly what happened to us.  I successfully transferred two lines from Bell to Public yesterday morning and then the third one around 5pm won't work.  Our situations are identical in the issue.  

@harnish did you check the Community inbox for PM support's reply?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

If no reply, please message them again this morning

harnish
Good Citizen / Bon Citoyen

@ChadOliver I have the same problem as do a lot of other ppl based on posts on community. My phone number transfer started about the same time as yours.  I'm getting the same Forbidden A1 error trying to log into my account.  I put in a direct message to customer support about 10 hours ago and still no reply.  I'm assuming they are busy and it (was) night ... But I'm surprised there isn't some generic solution to fix this yet or at least some communication here staying they are aware of the problem and trying to fix it.  Rebooting your phone won't magically fix an account problem.  A support ticket can't be filed because its in the My Account area, which is on the other side of the Forbidden A1 error.  So just waiting for customer support to respond to a direct message here on community is our only option.

Out of curiosity, did you get a message from *611 about 30m after you started your activation/transfer?  That is when my account locked down.

The message read: "You have successfully created a new PIN. Keep this number safe as it'll be used to authenticate your identity."

Calling *611 tells me my number has been temporarily disable due to a zero balance and that my auto-renewal was yesterday. I'm assuming that is why my phone isn't working but isn't (ppl on Telus and Public can call me but I can't answer the call).  I'm assuming the account issue is the direct cause. My next autopayment will happen on March 7th according to *611.  I can't get more details without the PIN, which I don't have.

So that's my additional detail to add.  Not sure it matches your, however.

softech
Oracle
Oracle

@ChadOliver 

were you using the PM app to activate? did you got to Step 6?  and were you activating eSIM or physical sim?

If you have not used the PM app, the activation was not completed, please download the app and finish the subscription. 

If you already used the app, I think you likely need support to further investigate:

please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

 

 

Sansan
Mayor / Maire

@ChadOliver try to reboot your phone to see if that might help. Some issues yesterday might be related or fixed now.

If that does not fix it, use this link to submit a ticket to the chatbot. 

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=2OhrPakuMpNZt4irir5...

If still no, use this next link.

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

Need Help? Let's chat.