Error 821

[mosaed]

I tried  to transfer my  koodo phone number 3 days ago to my new publicaccount account but at the end the activation failed and I received the 821 error message.( Prepaid phee was deducted from my account). I tried to repeat the activation process but when I enter my phone number it says " enter a valid canadian number"!!

What should I do?!

[Meow]

ERROR 821, SIM NOT WORKING

Do not try to activate again! Check your payment card to see if your plan amount has been charged.

Try SIM in some other phone. That will determine if it is your phone’s hardware issue.

Usually 821 is missing/incorrect porting information. 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 sets it up correctly you will be able to finish your self serve account set up.

[softech · Accepted solution]

@mosaed 

DO NOT try to re-attempt activation.  PM might have charged you already.  

Error 821 usually comes up when you request porting and used IMEI as the information for the old provider

First check if PM charge your credit card yet.  

Also, put the PM SIM in a phone and check if it connects to PM network and if it can make outgoing calls

If PM has not charge you and the sim card is not connecting, then the activation didn't completed. 

You can try to activate again and request porting, but try to enter the account number of the old provider instead of IMEI.  

If PM has already charged you, then you need to open ticket with PM support and have them to sort out the activation and porting issue.  Since you likely unable to login to My Account yet and open ticket, please open ticket by direct messaging PM support instead

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there