Account Activation

[DavidWong]

During account setup, I was given an error "subscription not activated". I can't restart the process, and following links to create a trouble ticket are blank. This is using a physical SIM with a moto g7 play. Android 10. Can I get a @CS_Agent to reset my account so i can try the process again? Thank you.

[hTideGnow]

Hi @Bruce1950 

very common activation problem.  You were using the app to subscribe? I think you need to check with PM CS agent for help.  please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[Bruce1950]

I tried to activate my subscription and transfer old number. After entering all info, screen says “subscription not activated”. Get support only option and it takes me around in circles. Tried your method and didn’t work. But thanks. After your instructions I ended up on the same page.

[DavidWong]

Tried logging out and logging back in, and it takes me directly to the "subscription not activated" page. Even tried uninstalling the app. I've tried a few times in the last few weeks. I've sent the PM to an agent, hopefully they can reset my account or something. Thanks!

[softech]

@DavidWong 

try this,   

1. Click Logout on top left of the screen
2. Wait 5 mins for the system to configure on the back end. 
3. Then log in again using the Email  and Password. 
4. The app will then  sends a code to the Email again,.  Enter the code
5. and you will see the prompt  'Confirm for Full Access' and your Activation will be completed after

if that does not work, open ticket with PM support:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Chalupa_Batman]

Hello @DavidWong 

Here is how you reach a CS Agent for help.

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

Keep an eye on the top right corner for their reply.