topic Re: Account suspended bug in Get Support

Account suspended bug

laiiokmok — Wed, 05 Jan 2022 07:20:02 GMT

Hello,

I just activated my SIM card today and after completing the application (paying, information, etc.) I logged into the self serve area to see if my plan was active. However, when I got in, it says my account was suspended due to plan expiring. This doesn't make sense, as I just activated the SIM card today. If a someone is available to help me fix this problem, it would be greatly appreciated.

Re: Account suspended bug

neatooo — Sat, 01 Jul 2017 19:10:02 GMT

Unfortunately it is time to contact the mods and it`ll take 24-48 hours. Please include sim#, phone#, email used during activation, and detailed description of what happened.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/m-p/56161#M9215

you can also try topping up to 120 and then pick the plan. It worked for some people and they got service. If it works, send a request to the mods to add the extra credit to your account

Re: Account suspended bug

Samianauman — Sat, 01 Jul 2017 19:13:32 GMT

Does it showing how much youhave to top up to reactivate?
What plan you on did you tried your sim. Are you getting any services ?
When you login to self serve what plan do you see on main page and renewal date ?

Re: Account suspended bug

laiiokmok — Sat, 01 Jul 2017 19:22:36 GMT

It shows the full 120 dollars. I'm trying to get the 90 Day, provincial call/global text, 6GB data. No services work as it says my account is suspended. The self serve page shows $120 for 90 pick and pay and the deactivation date is by July 31st.

Re: Account suspended bug

Samianauman — Sat, 01 Jul 2017 19:28:56 GMT

If you login what's your current available balance ? Also when you login to your account click on payment history and check what have they charged you for when you activate your SIM.

Re: Account suspended bug

laiiokmok — Sat, 01 Jul 2017 19:34:34 GMT

The available balance says $0.00 and the transaction history says that there is no usage. However, I did get an email that tells me the price of the plan. Am I suppose to manually activate it myself?

Re: Account suspended bug

Samianauman — Sat, 01 Jul 2017 19:42:49 GMT

Did you check your payment history ? Or check your credit card history check while activating did they charged you 120 dollars ?

Re: Account suspended bug

laiiokmok — Sat, 01 Jul 2017 19:48:39 GMT

The payment history currently doesn't show anything. I am not sure whether this is because they didn't automatically charge me or if it just hasn't updated yet.

Re: Account suspended bug

Samianauman — Sat, 01 Jul 2017 19:54:09 GMT

Call the credit card company which you used while activation to double check if there's any charge or not if not then I wouldn't mind trying manually pay for it. If there s a charge then I won't. If I already paid 120 and I won't be happy paying again same amount. If you or check online your credit card history and see a charge of 120 plus tax then send a msg to mod they will manually fix it for you
It's a common bug while activation lots of peoples having.
Send a msg to mod they will look after you soon hopefully.

Contact any moderator by private message to help you with the process.
In your private message the following info
* PM account email address
* PM phone number
* PM SIM card number
* Detailed explanation

Here is the link for how to contact moderators http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updiated-Contacting-our-Community-Moderators/ta-p/76452

What you do click on link the webpage will open. You will see a mod team click on any name then scroll down all the way and click on send a private msg then explain your problem
Thanks"

Re: Account suspended bug

laiiokmok — Sat, 01 Jul 2017 19:58:31 GMT

I will try it. Thanks for the help!

Re: Account suspended bug

laiiokmok — Mon, 03 Jul 2017 16:43:05 GMT

@Shazia_K

If you are available, can you help me?

Re: Account suspended bug

laiiokmok — Mon, 03 Jul 2017 17:01:32 GMT

Completed with the help of Shazia