My son is opening an account. It says the SIM is not valid

[dabr · Accepted solution]

@Anp   If you're still stuck, then submit a ticket via chatbot and ask for assistance from customer support here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or send a private message to CS_Agent, if unable to submit a ticket, here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anp]

Public mobile website,  while attempting to activate the service 

[Anp]

Yes

[Anp]

It is a new SIM

[Anp]

The payment was completed and  was taken from my account,  but it was stuck at that point.  

We have not received any emails regarding the account. Can not log into the account. Tried passwords reset but never received an email to reset

[computergeek541]

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@Anp wrote:

Its is we just recieve6it in the mail.

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Unfortuantely, that doensn't rule out that the SIM card number may have already been used (sometimes by mistake).  Is the error message that you're seeing on the Public Mobile website while activating or is it a message that you're seeing on your phone screen?

[Outdoorsman]

@Anp did you receive this message while trying to activate an account?

[Anp]

Its is we just recieve6it in the mail.

Adrian

[CountyDownIeUk]

It has to be a new SIM. They cannot be re-used. 

[will13am]

@Anp , was the activation completed successfully?  Check that the online account is active and a charge was made to the payment card used in the activation.