Cannot activate my sim card

[venise9]

I cannot activate my sim and I got that message

Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.

[esjliv]

@venise9  - are you using an unused public mobile sim card that has not been attached to any account previously?

At what point are you receiving an error/issue?

If you did not get past the payment section of the activation pages, try clicking this link to use the: Public Mobile Online Activation Assistance

If you did get past the payment section and were charged for a plan/account with public mobile, did you try your SIM into your phone to see if you have any services?

Try one or more of the below:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*perform a reset network settings on your device

*try your SIM card into another compatible phone...this could rule out a device issue/setting.

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

OR, have you been a customer with this SIM card/account before, and you are now in Suspended status and trying to reactivate your plan ?

Reactivate your plan by making a payment, by methods here: https://www.publicmobile.ca/en/bc/get-help/articles?category=paying-for-your-service

[softech]

@venise9   Were there an error code 837?

and did you try to request porting as well ?  if you were requesting porting, did you put in the IMEI number for the porting info?  that could be the problem.   Check your credit card to confirm PM did not charge you yet.  Once confirmed, you can try to activate again, but put in your old provider account number instead and that should work

[MrSpock · Accepted solution]

@venise9 hi clear your cache and cookies try a different browser chrome seems to work in ingognito mode reboot your computer if you are not already a public user you can send a private message to 

 a CS Agent here:  https://bit.ly/2GGCJzH

[BKNS27]

@venise9 

You can contact a CS_Agent (Moderator) through SIMon Chatbot at the bottom of the page. Just type in Create a Ticket and follow the prompts or private message them on the envelope icon above.