Website/App Glitched on Active Account - Stuck on"Let's Complete your Activation"

[AboutToLeavePM]

Verbatim as per someone else's post who has no resolve:

"Hi, Until today I have not had any issues logging in. Today when I try to log in this is the message I received " LET’S COMPLETE YOU R ACTIVATION - you can then either select resume activation or go to log in page.

I already have a phone number and have been using for many months so no need to activate account. When I select go to log in poge I just come back around to this same information.

I would like to be able to log in and access my account details.

Thank you

Mark" - (and now also Me)

I've sent a message to agent via DM to no avail. I'm losing my mind. Why is this a common issue.

SOLVED - agent asked other verification questions and was able to get in. The card assigned was a card belonging to my boyfriend which is why I did not know it. The one on my statement was not associated with this account but a payment made to another PM account. They were able to refresh the network on their end allowing me access to my overview. 

EDIT: Thank you to my CS-Rep. I'm sorry if I gave you a hard time. I appreciate your help, effort, and time!!!

[AboutToLeavePM]

THANKS sorry i was high strung. They asked another verification question, one only the phone holder would for sure know, and with that the agent felt it was enough and refreshed the network which got rid of the glitch. Then I got to see all my account info and what card was on there afterward. My bad, it crossed my mind but we never noticed a second payment from PM so I dismissed it.

[hTideGnow]

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@AboutToLeavePM wrote:

SOLVED - agent asked other verification questions and was able to get in. The card assigned was a card belonging to my boyfriend which is why I did not know it. The one on my statement was not associated with this account but a payment made to another PM account. They were able to refresh the network and their end allowing me access to my overview. 

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hi @AboutToLeavePM 

happy to see your update and every thing resolved.  So, you ended up giving your boyfriend's card to PM agent yourself or they just trust you and give you the access and you found out afterward?

[Sansan]

Did you ever lose that card that it shows up on the statement or did a product change?Because maybe you changed the card and didn't update your PM account. It's possible that if that card never expired but the number was changed, that charges can still go through on the old card and post to the new.

If you do online bank, search the statements for that card in question going back 2 years history.

[hTideGnow]

HI Dude, they will usually ask another set of questions

but honest, I rather than be really safe then give away the access easily

you really have to work with them to find a solution.  Or ask them to escalate.  We are just customers, we can only cheer for you on the side at his point

[AboutToLeavePM]

Dude, you don't think I did that? I did exactly what you said. I only have so many cards, the statement from PM only showed up in one card's activity. I told the CS_agent the last four digits of that card, the amount, and the last top-up date. She said it was WRONG. None of my other card statements have PM on their activity. I haven't changed my plan in years. I know I have 5GB of data that's it. Calling and texting were never an issue because I mostly use wifi/data apps for communication. Do not blame me, I am doing everything in my power to get past this. The CS agent was so unhelpful. And so is this website/app since it glitched me on the activate page. I'd have zero problem if I could see my "My Account" page and what the problem is. 

[hTideGnow]

hi @AboutToLeavePM 

something I don't understand

why you don't even know your  plan and credit card?  I assume you only have so many credit cards, not toooo many.  Go to each one, check the transaction, and you will know from PM's transaction and you will know how much they charged you and how much your plan, of course, you will know the last 4 digits of the credit card

like any service, if you cannot even answer these questions, they can't validate you and they have to be cautious. 

[AboutToLeavePM]

I've already messaged CS_Agents NON STOP. I've been going around in circles. They are of no help because they want me to FURTHER verify the account thru the last 4 digits of my registered card and my plan. Problem is I don't remember which is why I would like to look at "My Account" details to see what's up but it's glitched on the activate page and runs in my a loop as per Mark's OP.  So, because I don't know what plan I have or what the last four digits of the card on there (that I haven't looked at in ages yet was still paying every month so why would I) they are refusing to help me because I can't give them the very info I am trying myself to reach, EVEN THO I've already signed into the account with the CORRECT credentials AND WITH TWO-STEP VERIFICATION VIA a code sent to my ACTIVE phone associated with the account that I IRONICALLY can't get into.  I am in a hell loop, sincerely. Any SOLUTIONS please. CS_Agent is not helping

[hTideGnow]

HI @AboutToLeavePM 

the system somehow cannot find you My Account from your login email.  PM support agent will help.   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            

[slusagm]

yes, we see this a lot, and you need PM to help to sort it out.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage