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I want to continue my account creation but I cannot.

Karlos1
Good Citizen / Bon Citoyen

I was making an account earlier but had to stop, now when I try to continue, it takes me to a login page where I can't login.This is what I get.

Capture.PNG

Clicking "Resume Activation" takes me to a login page where I can't login, and "Go to Login Page" lets me login but brings me back here.

Capture1.PNG

This pops up even though it's the same email and password I used when clicking the second button. Do I need to have the email completely removed so I can start from scratch?

25 REPLIES 25

Boomshank
Good Citizen / Bon Citoyen

Sorry to hear that. That sucks.

If it helps - when I was chatting with CS (before I got the new QR code) they kept trying to insist that I actually *HAD* successfully download an eSIM (which I hadn't.)  I gave them screenshots of my phone showing 1) NO sim installed, and 2) the screen when I try to ADD an eSIM (my phone asking for a QR.)

As mentioned earlier, my CS rep said that CS can't issue QR/eSIMs any more, which means you're going to have to find a CS who wants to take the time escalating your issue, rather than fobbing you off with more useless suggestions. I'm sure it's less effort for them to just give you the runaround - keep trying till you find a CS that gives a **bleep**!

Good luck!
(and how messed up is it that Public Mobile offers a forum to act as a support group for people that are struggling to get help from THEIR company.)

Lia4587
Good Citizen / Bon Citoyen

Thanks for the update, and glad you figured it out! I’m still trying to get them to resend me a QR code and I asked them to escalate my case after I saw your comment. Unfortunately so far, they refuse to do so and keep telling me to try weird things that don’t exist on the app/website. Hope they escalate it 😭 

Boomshank
Good Citizen / Bon Citoyen

Just a quick follow up:

My issue is now solved and my service is working!

Customer Service continued their help this morning. They sent me a "new" QR code to download an eSIM (I didn't receive one via email when signing up.) The first one they sent me didn't work so they sent me another code and that worked just fine! eSIM downloaded and activated - service restored!

Disclaimer: CS said they're no longer allowed to issue eSIM QR codes. They had to elevate my case to get one for me, but they *did*/can do it.

Lia4587
Good Citizen / Bon Citoyen

Yeah I’m pretty sure it is, I just came back from abroad using esim in 2 different countries so the problem is on their end. It seems to be a common problem on this forum so hopefully they fix it soon. 

Boomshank
Good Citizen / Bon Citoyen

Did you check to make sure your phone was compatible with eSIM?

Boomshank
Good Citizen / Bon Citoyen

Will do. Although my current solution is that CS is working on the solve from their end. So even if it works, my answer would be "get CS to help."

Sorry 😞

Lia4587
Good Citizen / Bon Citoyen

I have the same issue. CS was no help, told me to buy a physical SIM card? Let me know if there’s a solution. 

Boomshank
Good Citizen / Bon Citoyen

I was attempting to activate the account/eSIM and port my number over.

No email with QR code recieved...

Boomshank
Good Citizen / Bon Citoyen

Yep, using the mobile app.

I just powered off the phone and restarted. Cleared all cache and data from the app, but after logging in on the app again it brings me straight back to the same screen as I posted below.   

Reaching out to CS now...

Thanks!

HI @Boomshank 

are you activating eSIM? if you are, look for the Welcome email from PM and scan the QR code to try to install the eSIM yourself

Please report back if it works

@Boomshank  and you tried in the app , Have you rebooted the phone or tried to reset network settings ? If stil no luck please submit ticket with support  

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

Boomshank
Good Citizen / Bon Citoyen

I'm having the same issue. Activation choked on the last step. Now whenever I try to log into the app, it only shows me the following message (attached/below) without being able to do anything else.

Screenshot_20230921-121714.png

HI @Karlos1  should use the app to activate anyway .  Even you start using the browser to activate, it will ask you to go back using the app middle of the process

Karlos1
Good Citizen / Bon Citoyen

Thanks everyone, I'm going to try it on the app and if that doesn't work, I'll try with a different email like was suggested.


@Karlos1 wrote:

I am using the online page to order a sim, I haven't gotten as far as activation yet, I haven't even chosen a plan, the account creation itself seems to be bugged.


the app is what you need to activate an account. To order a sim, try clearing your cache files and start over.

Karlos1
Good Citizen / Bon Citoyen

Alright, thanks, I'll give that a shot.

Handy1
Mayor / Maire

@Karlos1  Have you downloaded the new PM app to finish the activation yet ?


@Karlos1 wrote:

I am using the online page to order a sim, I haven't gotten as far as activation yet, I haven't even chosen a plan, the account creation itself seems to be bugged.


HI @Karlos1 

please download PM app and login and use the app to activate

if still unable to login and PM has not taken money from your yet, just create another account using another email to activate

JRod
Deputy Mayor / Adjoint au Maire

In that case, the website is incredibly finicky. Try clearing the website data, another browser, or an incognito window and see if that will allow you to continue. I highly recommend downloading the app and doing this whole process in the app. 

Karlos1
Good Citizen / Bon Citoyen

I haven't added a service yet, this is just creating the account in general. Haven't even gotten to the point where I order a sim.

Karlos1
Good Citizen / Bon Citoyen

I am using the online page to order a sim, I haven't gotten as far as activation yet, I haven't even chosen a plan, the account creation itself seems to be bugged.

Karlos1
Good Citizen / Bon Citoyen

I haven't gotten that far, I was ordering a sim but I had to go so I closed the page thinking I could resume later. I have no service, the beginning account just doesn't work at the moment.

JRod
Deputy Mayor / Adjoint au Maire

@Karlos1 

Im guessing you’ve been trying to do this on the desktop site. Please download the app and continue the activation that way. Unfortunately all activations must be completed using the app or else you cannot continue. 

hTideGnow
Mayor / Maire

HI @Karlos1 

if your account now setup yet, ie, no service on your PM sim,  Please download PM app and continue the subscription there

if you have active service but unable to login and got that error, please submit ticket wtih CS agent

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

 

hairbag1
Mayor / Maire

@Karlos1 

are you using the app to activate your new account ? The app is required for activation.

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