I REFERRED MY SISTER TO PUBLIC MOBILE AND HER SIM WON'T ACTIVATE & THE APP IS SENDING HER IN CIRCLES

[Natalee]

SHE RECEIVED THE SIM CARD BUT CANNOT GET ANYWHERE. IT JUST SAYS SIM NOT ACTIVATED AND TO SIGN IN, BUT TAKES HER BACK TO THE SAME PAGE. SHE TRIED DELETEING THE APP & REINSTALLING IT AND ALSO TRIED ON ANOTHER PHONE.   PLEASE HELP!

[Natalee]

Thanks she got it working finally! Thanks so much!

[computergeek541]

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@BKNS27 wrote:

@Natalee 

Only if she is picking a new number. If she is porting her old number, keep the old SIM in the phone and wait for a text from old carrier and reply with YES confirming she is porting over to PM. There will be a 90 minute window to reply.

But I think it is the phone software update.

What phone does she have?

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As the SIM card isn't working/isn't connecting to the network, inserting the new SIm cards won't accomplish anything, regardless of whether a new number was selcted or if number porting was requessted.  Also, since the Public Mobile SIM card/service isn't working, it would be a very bad idea ot reply to the text message to confim number porting.  That would cause the phone number to be transferred to a non-working Public Mobile account.

[hTideGnow]

hi @Natalee 

ask your sister to check the community inbox

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if no reply, send another message to support agent.  They usually reply within 2 hours, but could be longer sometimes if too many tickets

[Natalee]

She has opened a ticket & still has not gotten it resolved. Can anyone help? Is there another way to get the app to work?

[BKNS27]

@Natalee 

Only if she is picking a new number. If she is porting her old number, keep the old SIM in the phone and wait for a text from old carrier and reply with YES confirming she is porting over to PM. There will be a 90 minute window to reply.

But I think it is the phone software update.

What phone does she have?

[softech]

@Natalee  and @alana4141 

Support can re-provision the account/Sim and that will resolve the issue.  Please open ticket with PM support by direct message here

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

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

[Natalee]

So should she insert the sim card even though it says it is not activated?

[BKNS27]

@Natalee 

Check if your phone is updated to the latest iOS/OS then reboot your phone by powering off then back on.

[alana4141]

Having the same error and going in circles, cant get a support agent. When I log in from the chat it just goes to a blank screen over and over. Have tried force close, resetting my phone etc.