Signed -up and paid, but no account

[Klossie]

I signed up and paid for my and my spouse's phones to Public Mobile. My account plan is active, but not his. Whenever he tries to call, it says he does not have an active account. The payment went off my credit card.

He can't access his account from the mobile app, or make any calls.

HELP!

[hTideGnow]

HI @Klossie 

did you get the porting support team number? just call them and ask for the status

[Klossie]

I received an email saying my phone was transferred successfully. My husband didn't get a confirmation email.

Should we just wait or contact customer service directly?

[Klossie]

Fido asked if I agreed to transfer the number to which I said yes. I didn't get any texts to say it was done.  It could be that I took the old sim too soon. What should I do now? Just wait? When I called Fido a little while ago they said his number was transferred. 

[hTideGnow]

---

@Klossie wrote:

I tried to sign in, but it doesn't allow me.

Just says : Forbidden A1

---

hi @Klossie 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Klossie]

I tried to sign in, but it doesn't allow me.

Just says : Forbidden A1

[AK32]

Sounds like what you did was correct. You are aloud to use the same card to pay for multiple accounts, so no issue there.  You must keep the old plan/service provider active until the port has completed, at which time it will cancel the previous mobile service you had.  It sounds like you did that if you received a confirmation text from Fido that the number was transferred.  

If you havent already, try doing a power restart of the device.  If its been more than 24hrs since you received confirmation that the port was successful and still no service,  i would message a customer service rep directly, which you can do so here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Klossie]

Will try

[eddieO]

@Klossie I'll send you a private message with a porting number to contact. Keep an eye out for a message in your top right corner, icon of an envelope

[Klossie]

I paid for both subscriptions with the same credit card. Both payments were accepted.

[AK32]

Did you both sign up the same way (port? new account/number?).
Can he sign in on the website and see what does the account say?  

It sounds like the port/activation did not go through.

[Klossie]

Yes, I created a seperate account using his email. I paid for the subscription with my card. He left the old sim in until he received a text and replied "Yes" to transfer his number. Fido confirmed that his number was transferred. He waited a little while and then he removed the old sim card.

[eddieO]

@Klossie did you create 2 separate accounts using different email addresses? Public Mobile does not support family accounts. Did your husband try restarting his phone? Did he sign up with a new number or did he port in? If porting in, did he receive a text from his old company confirming number transfer and if so, did he respond "YES" within 90 minutes?