ERROR: "SUBSCRIPTION NOT ACTIVATED"

[SDMWHITEHORSE]

In step 6 of 6 of the mobile app to activate, i get this error:

"SUBSCRIPTION NOT ACTIVATED"

What do I do?

[SDMWHITEHORSE]

Brand new phone. No prior SIM card. I checked the esim settings, there is no ESIM in there. in SIM Manager under SIM CARDS it says "No Sim Card" and under eSIMs it has "Add eSIM"

Thats it.

[slusagm]

usually 30 mins, or an hour.  But of course, it depends on the volume 

[SDMWHITEHORSE]

OK i clicked your link and sent them a message. How long does it take?

[hTideGnow]

hi @SDMWHITEHORSE 

are you activating esim or physical sim?

First, remove the old carrier sim card (or disable the old carrier esim),  Then put the PM sim card in the phone to test (or if activating esim, go to Sim Manager or Settings->Cellular and check if PM esim is there, and make sure it is enabled , or Turn on this line and set as Primary)

if the sim not connecting, ask PM support to help.  You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

[slusagm]

Try reboot the phone and re-login the app and see if the app can complete the activation.

But if you still get the same error, you will have to ask PM to help.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage