Cant activate my account

[Gertie52]

I try to activate my account throught the app. I choose "I have a sim card" but I don't get the option to enter my card number. Instead I'm told my phone isn't e-sim compatible. 

[maple_leaf · Accepted solution]

Hello @Gertie52 , Sorry for my delayed reply. I've run through the activation screens using the mobile app with my own phone. Below, I have attached screenshots. If, after clicking on "I already have a SIM card", you are not seeing the SIM number entry screen as shown below, please reply back with a screenshot of what you do see. 

 

[Handy1]

@Gertie52  Please message support using this direct link to help 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Gertie52]

Handy1, I tried uninstalling the app but it still does the same thing. I'm stuck, I'm afraid. 

[Handy1]

@Gertie52  Please submit ticket with support to help . Here’s a direct link to support 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Gertie52]

How do I do that? On my laptop, after login, it goes immediately to "Download the app" and I can't do anything more. 

[Gertie52]

I must have entered the IMEI when I created my account. How do I go back to check that? I tried going back to Step 1, tapped Continue, picked a plan, then tapped Continue. On "Select SIM" I can't select an option. I only get an error message. I tried reinstalling the app but it works the same. 

[maple_leaf]

Hello @Gertie52 , In the mobile app, are you entering your phone's IMEI to check eSIM compatibility, or just going straight to "I have a SIM card"?

How to Subscribe:

https://www.publicmobile.ca/en/on/get-help/articles/subscribing

[LitlLdy]

---

@HALIMACS wrote:

@Gertie52 

Try using a desktop or laptop and NOT the app.

 Just use the website.

---

@HALIMACS , we don’t have to use the app to setup & activate an account?

[HALIMACS]

@Gertie52 

Try using a desktop or laptop and NOT the app.

 Just use the website.

[Handy1]

@Gertie52  Maybe try to uninstall the app and re install it se if that helps