Trying to activate SIM card online, form always says that the 19-digits is incorrect

[trico]

Why is that??

for reference, I got the sim card from amazon. I am also sure that i have entered the correct 19 digits because i checked many times. Please advise.

[swingdummy]

Hi! I had the same problem and found an easy solution. I was using Safari (Mac) but then changed over to Chrome. Worked great! Safari seems to create some issues for Public Mobile’s website. If you were using another application, try and restart your computer and try Chrome or Firefox. Hope that works for you 🙂

[Luddite]

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@trico wrote:

The Telus chat portal rep (ashley) just said “i’m sorry, i am unable to process sim card errors” 

???

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@trico Not sounding good for the SIM card. If it fails tomorrow, and you happen to be near western Mississauga, send me a private message. I have a spare SIM you may have.

[popping]

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@trico wrote:

The Telus chat portal rep (ashley) just said “i’m sorry, i am unable to process sim card errors” 

???

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From the chat page, "Due to store closures during COVID-19, our retail team is now here to help you online throughout your activation"

They are the sale reps at the PM kiosks to activate PM account for walk-in customer.  They probably are not part of PM moderator team.  The contributors on this forum may have the same knowledge as the PM retails team if not more.

[Anonymous]

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@trico wrote:

The Telus chat portal rep (ashley) just said “i’m sorry, i am unable to process sim card errors” 

???

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I snorted in astonishment at this. Wow. An activation chat service and they can't help in the primary point of activating....the SIM.

Do try again later. It happens. Session state as popping mentioned above.

[Naepalm]

@trico sounds a bit frustrating. Maybe you have a faulty SIM and need to order a new SIM card? Your SIM number should be 19 digits make sure you double check every digit when activating. 

cheers

[trico]

Tried SIMon. It directed me to this community portal which is how i got here in the first place. so basically the journey of redirects i’ve had today is:

SIMon -> this community -> telus/public mobile live chat -> this community -> SIMon

Will try reactivating again later/submitting a ticket through SIMon again when inget the chance to

[trico]

Hey fdrcamb519, thanks for the info. Will try again in an hour or something as everyone said.

[trico]

The Telus chat portal rep (ashley) just said “i’m sorry, i am unable to process sim card errors” 

???

[fdrcamb519]

@trico I just set 2 sims in one month, last one took 3 tries to work, same thing said incorrect, but keep trying, will work, nothing wrong with sim for sure.

[popping]

@JoyLuck 

It is great to know PM is providing online chat service at least during COVID.

[mpcdesign]

@popping, you didn't read my post properly. 

I said when I read the 0 (zero), I type in O (character) it's what my brain and fingers do. I know there is no O in a serial number.

[mpcdesign]

@trico, when you do submit a ticket with the Public Mobile team, they will send you a message. Please make sure you pay attention to this because they will likely respond sooner than later. 

The message will appear in the mail envelope. This will ask a few questions to verify the account such as account number, PIN, address.

But, whatever you do, DO NOT POST any private information in this forum. 

[popping]

@trico 

PM server does not handle session state correctly after getting an error.

Always restart  your browser and start with new session state.

@mpcdesign 

SIM card serial number does not have letters.  All characters are numbers. 

[Anonymous]

 @trico 

Was your payment method charged? Does your SIM work? Did you wait an hour between attempts?

[mpcdesign]

@trico, if you haven't already, then start to process a ticket by clicking in the question mark ? on the lower right-hand corner.

If all looks good, then go ahead and contact SIMon. Chat with SIMon with your issue, so it can create a support ticket for the moderators for you. Click on the question mark at the bottom or here is the direct link to the SIMon too if you prefer too.

Once you think it understands the issue, type submits a ticket. Expect a moderator to get back to you up to 48 hours.

[gblackma]

@trico use the Telus chat activation portal. @JoyLuck 's link above.

[JoyLuck]

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@trico wrote:

I am using that number. I know because I counted and there were 19. I also put in all my 0s as 0 and not the letter O. I’ve tried activating twice and still no luck. 

Appreciate all the answers but can a rep from Public Mobile assist me more specifically? I can give the sim card number if there is a way to private chat or something.

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Go here to live chat with  a PM employee

https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

[trico]

I am using that number. I know because I counted and there were 19. I also put in all my 0s as 0 and not the letter O. I’ve tried activating twice and still no luck. 

Appreciate all the answers but can a rep from Public Mobile assist me more specifically? I can give the sim card number if there is a way to private chat or something.

[mpcdesign]

@trico, and remember that 'O' is zero, not the letter O...

This is the number zero: 0

This is the character letter: O

Don't laugh, because, when I see an O or 0, I get them all mixed up. My brain tells me what it is, my fingers, picks something else! 

[gblackma]

@hairbag1 please use @JoyLuck 's chat link and tell us how it went. Thanks. Welcome to PM.  Stay safe. 

[hairbag1]

Make certain you're using the Sim card#...location is as seen above.

[Anonymous]

 @trico 

"Always"? Did you get an error on your first attempt thus doing it again? You'll need to wait about an hour and try again. Clear cache/site cookies or use incognito/privacy mode or even a different browser.

Edit: If your payment went through then try your SIM.

[JoyLuck]

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@trico wrote:

Why is that??

for reference, I got the sim card from amazon. I am also sure that i have entered the correct 19 digits because i checked many times. Please advise.

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There is the new online chat service you can use for activations:

https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en