Unable to Activate Account. Get error500

[sushiroll99a]

I tried activating a subscription today. Entered my CC information but got charged but the account was not activated. I didn't get a welcome email, showing that my PM is activated. I tried activating through the phone app and was get able to through to my porting number and my previous carrier's account number. But I was unable to get and activate an eSIM. Anyone had this problem before? I tried to start a ticket with PM but I don't know if it got sent. I would appreciate any advice.  Thanks.

[sushiroll99a]

After back and forth DM's since 7:30am, I am back to PM. Thanks everyone for your help.

[sushiroll99a]

I already sent them the screenshots of the error message and the two pending transactions on my credit card. Waiting for reply. I used to use PM, my parents still do and in the past, I never had problems. I guess I have been lucky.

[hTideGnow · Accepted solution]

hi @sushiroll99a it is at the stage only PM agent can assist 

  please reply the message you had with them and tell thwm what happened.  They will help 

[sushiroll99a]

Went through the CS Agent today. Told me to try the activation process again and got the same error message and another pending charge on my credit card. Now I have two pending charges and no PM Account. I was looking forward to porting over this weekend. This is the message I got when I tried to activate again.

[sushiroll99a]

I don't have a PM physical SIM or eSIM on my phone. I just sent another PM message to CS Agent. Fingers crossed.

[softech]

@sushiroll99a 

it is not uncommon for people not receive the Welcome email.  

if you tried all the steps above but none of them worked, please open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor the Community inbox (envelope icon on top right) after ticket submitted, CS Agent will reply there 

[sushiroll99a]

Thanks for your help. I used to be with PM but I left many months ago. I weird thing is I didn't even receive the Welcome to PM email, which should have a QR code for me to scan and add. When I log into PM on the web, it asks if I want to continue with my activation, asking me to input my CC information and stuff. I don't want to be charged twice. On the app, I can get into adding my porting number and account number from my previous carrier and when I select add eSIM, I get an error message.

[softech]

@sushiroll99a 

there is a chance that the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

If the PM sim is not on the sim screen or it is there but still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor the Community inbox (envelope icon on top right) after ticket submitted, CS Agent will reply there