Creating new account and xfer number = Invalid IMEI/Account number

[Potrice1337]

Hey everyone,

My brother wants to join PM, so I made an account with him. Everything went well except when it was time to xfer his number and provide the IMEI of his phone. It says the IMEI is incorrect (I know for a fact that it is 100% correct). I tried with his TELUS account number and I get the same IMEI/Account number error/invalid.

Can a mod contact me to rectify this please? Thank you.

[esjliv]

@Potrice1337 - if you didn't get to the payment section, try using this link for activations, the: Public Mobile Online Activation Assistance

[Potrice1337]

I was stuck at the page where you have to choose between porting a number or creating a new one (this is all on the PM APP because it says you have to finalize your account on the app only). I chose to port his number. You then have to type in the IMEI or the account of your previous provider (TELUS in his case). When I type in his IMEI, I get the invalid/error. If I choose to type in his TELUS account number I also get the invalid/error.

I cannot get further than that.

[esjliv]

@Potrice1337 - I am sure it will get sorted out quickly once a Public Mobile agent is on the case, especially since the number is coming from Telus.

[Potrice1337]

Samsung Galaxy S20.

[Potrice1337]

His TELUS account is still active yes. I won't see my brother until next weekend, so I'll update here if the problem is fixed. It's really unfortunate because I've been with PM for years and transferred multiple people over to PM without any problems. So I'm not sure what is going on.

[esjliv]

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@Potrice1337 wrote:

Hey everyone,

My brother wants to join PM, so I made an account with him. Everything went well except when it was time to xfer his number and provide the IMEI of his phone. It says the IMEI is incorrect (I know for a fact that it is 100% correct). I tried with his TELUS account number and I get the same IMEI/Account number error/invalid.

Can a mod contact me to rectify this please? Thank you.

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@Potrice1337 - a moderator will not contact you likely. You will need to reach out to someone for quickest resolution. Best to use account number when porting rather than IMEI. Is the TELUS account active? This could have contributed to an error? But since the number is coming from Telus, Public Mobile should be able to accomodate the port if the Telus is inactive regardless.

The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team are below:

1 -  Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: Private Message to Public Mobile Customer Support Agents (CSA)

[Handy1 · Accepted solution]

@Potrice1337  I’ll send you number for live support to restart port request for you . Private message and get it fixed 

add any time transferring a number it’s best to just use old providers account number IMEI is not needed and often causes hiccups