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Problems subscribing to new plan using existing email

darylpm
Good Citizen / Bon Citoyen

A while ago, I created an account to sign up with PM, but didn't complete the process because I changed my mind part way through (i.e., I do not have a PM line now).  I'm trying to sign up now with the same eversafe account in order to sign up for a new subscription.  Can someone help me fix my account?

Now, I just get the following error:

WE ENCOUNTERED AN ERROR PROCESSING YOUR REQUEST.

This may be due to a system error, please go back to the previous page and try again. (Error Code: XXX)

Try Again

10 REPLIES 10

darylpm
Good Citizen / Bon Citoyen

Thanks everyone.  I guess it may just be quicker for me to create a new account.  I don't want to miss out on these current promo plans.

eddieO
Model Citizen / Citoyen Modèle

In this case you're probably better off to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

darylpm
Good Citizen / Bon Citoyen

Thanks for the suggestions.  I tried opening up a fresh instance of Edge (was using Chrome), went to the plans page, selected the plan, tried logging in to my account, and still same error page.  I'm guessing that account is in some confused state after my aborted sign in from a while ago.

darylpm
Good Citizen / Bon Citoyen

I think the login is successful.  I didn't get any error messages at this point.  After I log in, page goes blank, it spins a little bit, and then I get this error page.  I tried the "forgot my password" link, changed my password, and still same result.

EB0
Town Hero / Héro de la Ville

If you are using app or website, first log out, after that, go to plans page, select the plan you want, then click on subscribe, then login to your account.


@darylpm wrote:

Thanks!  I can't use the web site to start the subscription?


The Public Mobile app that was mentioned must be used to complete the activation.


@darylpm wrote:

Thanks!  I can't use the web site to start the subscription?


@darylpm , you could start the subscription process using the website.  However, completion must be done on the app.  Therefore, it is much better to do everything on a single platform, so I highly recommend using the app from start to finish.  

darylpm
Good Citizen / Bon Citoyen

Thanks!  I can't use the web site to start the subscription?

AK32
Model Citizen / Citoyen Modèle

Does the error occur when attempting to log in? 
I would try using a new email/login.  If you really want to use the existing one, maybe try resetting the password with the "forgot my password" link, it should send a message to your email where you can reset it and then try logging in.

hTideGnow
Mayor / Maire

hi @darylpm 

easier to use another email address to create a new account.  And remember to use Public Mobile app to start the subscription

but if you really want to keep using the same email, you will need support agent to check the account.  Please message them here:

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

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