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I can’t activate a Public Mobile line

blue_sloth
Good Citizen / Bon Citoyen

I'm having trouble activating the $35/75 GB plan.

 

For whatever reason, the website said my payment failed and I never got an activation Email. Nevertheless, when I log into Eversafe, I see a pending activation. It tells me I need to install the esim, but when I pick a phone number and try to install the sim it fails and tells me to contact support.

I've checked my credit card and I don't see a charge, though I know sometimes it could show up at a later time.

 

I tried to just redo thepurchase, starting from step one, but it won't let me get passed that "pending activation" screen.

 

I messaged cs_agent, they asked for some information that I don't have, like my phone number (which I haven't been assigned yet). When I told them I don't have all the information they're requesting, they stopped replying.

 

What do I do??? At this point I can't cancel the activation, and I can't proceed with it. This is the last day to activate on the Boxing Day plan. s c  

5 REPLIES 5

blue_sloth
Good Citizen / Bon Citoyen

I always replied within a couple hours. Finally heard back over a day later and they said I would have to purchase a physical sim card because of the problem installing the esim (other esims installed perfectly on this phone). I just told them to cancel everything and they issued a refund.

Phil_Adelphus
Mayor / Maire

@blue_sloth  At this point I would take a screenshot of the pending activation, and anything showing that you picked the plan so that you can show you started the process before the end of Dec 31st.  How long did you take to reply to the agent?  If it's too long they may close the ticket.  If the ticket is not closed, reply to it again.  If it is closed, start another one.  Bear in mind their hours are 9 a.m. to 10 p.m. eastern time.  BTW are you using a Canadian credit card as your payment method?

tonisage
Great Citizen / Super Citoyen

Is payment still unsuccessful? Make sure your postal code matches the one on your CC

blue_sloth
Good Citizen / Bon Citoyen

Yes, I have signed out and back into the app, reinstalled it, etc. many times. I was thinking of trying the new Email address next. But, how do I know I won't just keep getting charged for the unsuccessful activation, or worse, two unsuccessful, pending activations, assuming the new Email doesn't work?

hTideGnow
Mayor / Maire

hi @blue_sloth don't use the site, use the app.  If you already used the app, then uninstall and reinstall 

also, try using another email address to create another EverSafe account 

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