Problem creating self serve account, Error: SelfRegistration/InvalidMobileNumber

[ighsaw]

Over 24hours ago I purchased another SIM from PM for another family memeber.  I am trying to setup a new self service account for this memeber but can not make it past step 1.  

I click on Create Account and am taken to Step 1 - I enter my phone number, then click Submit, next I recieve a text from PM with the 6 digit code.  I enter the code and click Verify Code.  I get a banner message that says "Your code has been validated, please click Continue".  When I click continue the banner message turns grey and changes to "SelfRegistration/InvalidMobileNumber"

Things I have done;

- I bought the SIM and had it activiated in store

- I received emails and texts from PM telling me the account has been activated.

- I can send/receive texts and calls from this number

- I have tried different browsers including Chrome Incognito mode

Any help is appreciated

[ighsaw]

I don't get to step 2 to supply the email I gave at the store.  I get the error on step 1 after I enter the phone number and code that was texted to me from PM

[ighsaw]

Yes I used a unique email from my first account

[ighsaw]

Yes I am entering the new family memebers number, trying to setup a completely new self serve account  for a completely new number.

[hycm53]

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@ighsaw wrote:

Over 24hours ago I purchased another SIM from PM for another family memeber.  I am trying to setup a new self service account for this memeber but can not make it past step 1.  

I click on Create Account and am taken to Step 1 - I enter my phone number, then click Submit, next I recieve a text from PM with the 6 digit code.  I enter the code and click Verify Code.  I get a banner message that says "Your code has been validated, please click Continue".  When I click continue the banner message turns grey and changes to "SelfRegistration/InvalidMobileNumber"

Things I have done;

- I bought the SIM and had it activiated in store

- I received emails and texts from PM telling me the account has been activated.

- I can send/receive texts and calls from this number

- I have tried different browsers including Chrome Incognito mode

Any help is appreciated

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Make sure enter your family memeber's phone number, not your phone number!

[Maple98]

Are you using the same email address you provided to the store, & received your PM welcome emails through, when your account was activated? Or are you trying to use a different email to set up your self serve account online?

[geopublic]

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@ighsaw wrote:

Yes I have tried logging in, i get a message that the username (email address) is invalid - because a self serve account has never been setup for it yet.

@ighsaw  Did you use a unique email when setting up at the store or one that you have used for one of your other PM accounts?

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[ighsaw]

Yes I have tried logging in, i get a message that the username (email address) is invalid - because a self serve account has never been setup for it yet.

[Anonymous]

Have you tried actually logging in? I've also never activated in store with PM so I'm not sure how far in you got with this part.

[ighsaw]

I have tried different computers, and retried every hour all day today.  I have been using Chrome Incognito every time.  I will send a message then follow up here if I get a solution.

[ShawnC13]

@ighsawI have no experience with setting up a self serve account after retail activations I have only done online activations.  If you are getting this error I would suggest waiting and hour or so and trying again to see if will reset and allow you to move forward.  When you do try again I would again  use incognito or private browsing.  If you still find you are getting errors you should contact the Moderator team.  

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[Recovery · Accepted solution]

As @Triguy suggested, try clearing cache or using incognito/private mode on Chrome. If that does not work, you can send a message to the Moderators for further assistance.

To send the Moderators a message, you can use the following link:

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

[Triguy]

Try clearing your cache and restart your computer.