I have paid for my subscription but it's asking for it again

[JL28]

I have paid for my subscription and my simcard last week. Now I have it and I'm trying to set it up but it's asking me to pay again. What do I do ?

[Priority]

If it was a text message like this, just disregard it as this message was sent out to many customers in error including me.. right after my bill went through successfully.

[JRod]

No. If you are on the app and it’s telling you to pay again when you login, do not do so. At this point I would stop and contact support as the app appears to not be finishing the activation process as expected. 

Use the link below to directly message a customer service agent for support. They will answer you in the mailbox here on your community account so please keep an eye on that.

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

[JL28]

I did already

[Handy1]

@JL28  No I wouldn’t pay again . Get support to fix this for you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[JL28]

So it's normal to have to pick you subscription again and put your credit card number in again ?

[Handy1]

@JL28  please submit ticket with support to help you sort it out 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[JRod]

This is because you need your SIM for the second half of the activation. Signing up on the website can only get you so far, the second half of the setup has to be done on the phone with the app. Login on the app with the SIM in your phone and it should walk you through choosing a number and completing the activation.

[JL28]

How do I select a phone number I open my app but it wants me to finish set up for some reason

[JRod]

@JL28 

Are you using the app or the website? What step is telling you to pay again? I would recommend using the app. 

If you’ve paid for the subscription and ordered a SIM card which you’ve now received, the next step should be to put the SIM into your phone and power it on. 

[hTideGnow]

HI @JL28 

I think it just the system not recognize your login, just submit a ticket with CS agent and they can help:

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