topic Re: Plan not Active or appearing in Get Support

Plan not Active or appearing

FemaleIndy — Wed, 05 Jan 2022 07:19:28 GMT

I have paid for my monthly plan, but my phone is not able to make calls, send texts etc. When I log on to self service, I find that in my payment history, the amount for the plan has been taken from available funds.

However on my account overview page it does not show any active plans.

If I try to access the "my plan" section of self service through any links I get a "generic error".

Finally, if I go to the "change plan section" it shows no current plan and no options to switch to.

Any help in getting my account up and running again would be greatly appreciated.

Re: Plan not Active or appearing

Dunkman — Sat, 27 Oct 2018 17:26:15 GMT

@FemaleIndy

Might want to try two tricks that might re-activate/reset your plan:

1. Report your phone lost/stolen in self service account. Logout. Wait few minutes. Login. Report your phone found.

2. Manually add $1 into your balance.

These actions sometimes will reset your SIM/re-activate account.

Otherwise, might need to private message moderator.

Re: Plan not Active or appearing

will13am — Sat, 27 Oct 2018 19:17:54 GMT

I had a similar but not identical behavior in my account. The payment history shows funds taken and applied to renewal. The plan shows blank. But the overview showed suspended account. I didn't do any heroics and in the process of waiting for help, the account self healed.

Re: Plan not Active or appearing

FemaleIndy — Sun, 28 Oct 2018 20:14:39 GMT

Unfortunately these did not do the trick, but thanks for the advice. Hopefully it will help someone with the a similar issue.

Re: Plan not Active or appearing

Dunkman — Sun, 28 Oct 2018 20:43:14 GMT

@FemaleIndy

Sorry that the "tricks" did not help. It has helped others.

You need to contact moderator for account help. Expect 2-3 days waits.

Send a private message to moderator through the following link :

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

Please include in the private message your phone number, your account number and PIN code.