New activation not working

[Redline22]

Hello, I've been trying to activate a new Sim card, but it keeps saying information is incorrect at the payment screen. Is there an issue with the site?

[dust2dust]

You're sure you're entering the billing address postal code of the credit card? Not the new customer (if not you)?

[BKNS27]

@Redline22 

Yes, a CS_Agent can help you activate your SIM.

[Redline22]

I've tried 2 credit cards and a debit Visa, all good standing, didn't work.  I've tried on 2 different computers and mobile and different internet sources since last post, nothing worked which points to something wrong with the site.  I've started a ticket to do a manual setup with an agent.

[BKNS27]

@Redline22 

If you are using a voucher, it can’t be done online. You will need a CS_Agent to help you complete the payment section.

[HALIMACS]

@Redline22 

Are you using a Canadian-issued credit card or a visa/mastercard debit?

Try using a desktop or laptop device. 

[dabr · Accepted solution]

@Redline22    Just to clarify, this is a new activation and not a SIM change?  

If it's a new activation, first check to see if your card has been charged.  If there's no pending charge on the CC then retry the activation again using private/incognito mode or another browser. 

If you still encounter issues, then contact support by submitting a ticket via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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