Cant transfer error code 821

[Jfour]

Cant transfer daughter account from Bell to public.

[darlicious]

@Maggieoram7 

Can you check your payment card for pm or KOODO TOP UP REAPPROV charge? Or several? That error message indicates an error in your porting info. Put the PM sim card in your phone and reboot. Do you have data and outgoing calling and texts? If yes put the telus sim card in your phone to reply YES to the PAT porting authorization text within 90 minutes of receiving it . I will private message you the telus porting department number to call to reinitiate your port.

If you have no service on your pm sim card but your payment card has been charged you need to contact customer support to provision your sim card. Put "sim card not provisioned upon activation" and leave a detailed message. Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

The CSA can reinitiate your port request for you after provisioning your sim card.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Maggieoram7]

Been trying to swith my phone number from phone number from Telus to public mobile.  Tried several times but keep getting a error message. 

[Yummy]

ERROR 821

Your SIM card will need provisioning to your incomplete account activation. Send a private message to customer support with "incomplete activation" in the subject line and explain in detail your issue. Once the CSA's set up correctly you will be able to finish your self serve account set up.

[BKNS27]

@Jfour 

What steps have done so far so we can answer your problem?

[darlicious]

@Jfour 

Are you already activated and using the change number feature in the self serve account? Or are you going thru the activation process? Check that the phone number is indeed transferable as their are a few areas that telus does not have any exchanges to allow transferability of the number like some rural areas of Newfoundland.

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherportal

If it is transferable then you can just choose a temporary number and port the number in after activation and your services and self serve account is already set up.

Or you can start over after doing the following:

1. Clear your browser.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Firefox, chrome, safari or Microsoft edge work best.

Once on the port in page or the change number feature in your self serve account enter the following info after checking the authorization box.

1. Full name on the old providers account.
2. Phone number to be ported in.
3. The old providers account #.
4. Alternate phone #. (optional*) * for worst case scenario situations.

Be sure to write down the email, password, 4 digit account pin #, security question and answer and place in a safe and secure place for future reference if needed.

The referral code and any promocode if activating a $25+ plan are entered on the 4th page of the activation portal.

Best of luck and welcome to public mobile!

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[softech · Accepted solution]

@Jfour   Please DO NOT try to activate again.

the error is for missing information from Porting request, you might have entered IMEI instead of account number

PM should have already taken money from your Credit card and very likely your SIM is already provisioned and can make outgoing calls.  Please insert your PM sim into a phone and try to see if it connects and if it can make outgoing calls.

For incoming, it work work yet as the porting is not completed yet.  I will private message you a phone number to call to talk to Porting department.  You can confirm the porting status and if information missed.  Please check your Community inbox on the top right , envelope icon.

[VIP_Tech]

Hi @Jfour 

you receive and respond to the SMS old provider asking to confirm if you would like to Transfer your number, your reply should be: YES

The confirmation message can take a few minutes to come in. You have 90 minutes from the time of request.

don't cancel old account with old provider until Transfer complete.

[VIP_Tech]

Hi @Jfour 

don't Activate again,

send Private Messages to Customer Support Agent

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)