topic Re: Frustrated! I Cannot reactivate my plan. in Get Support

Frustrated! I Cannot reactivate my plan.

ForeverFire — Wed, 05 Jan 2022 08:11:48 GMT

Hi I cannot re-activate my public mobile number. It was deactivated yesterday due to me forgetting to update my credit card information and missing auto-pay payment.

I tried updating the site with the new information and it wouldn't accept my credit card (although every other site I've updated with has). I decided to purchase 2 vouchers totaling the amount I owe and it's still not allowing me to re-activate my account.

Am I doing something wrong? Did my account get suspended when credit card expired? I'm actually frustrated because I've been trying different combinations of my name and addresss for hours seeing if I could get it to work. So then I just went and bought vouchers and I still can't re-activate my account. It's asking me for another voucher... I currently have $129 in credit on my account.

Re: Frustrated! I Cannot reactivate my plan.

makkahn28 — Wed, 30 Jan 2019 21:50:04 GMT

@ForeverFire wrote:
Hi I cannot re-activate my public mobile number. It was deactivated yesterday due to me forgetting to update my credit card information and missing auto-pay payment.

I tried updating the site with the new information and it wouldn't accept my credit card (although every other site I've updated with has). I decided to purchase 2 vouchers totaling the amount I owe and it's still not allowing me to re-activate my account.

Am I doing something wrong? Did my account get suspended when credit card expired? I'm actually frustrated because I've been trying different combinations of my name and addresss for hours seeing if I could get it to work. So then I just went and bought vouchers and I still can't re-activate my account. It's asking me for another voucher... I currently have $129 in credit on my account.

Hi. Just curious, when you tried to pay, HOW long was your account in Suspension?

Re: Frustrated! I Cannot reactivate my plan.

makkahn28 — Wed, 30 Jan 2019 21:52:18 GMT

If the account was in Suspension beyond the 90 days, then that's why the account can't be reactivated as account would have been deleted from PM System.

IF account was in Suspension less than 90 days, Contact a Moderator to have them fix the issue

Re: Frustrated! I Cannot reactivate my plan.

ForeverFire — Wed, 30 Jan 2019 21:52:50 GMT

Hi my account was suspended yesterday, due to my credit card expiring.

Re: Frustrated! I Cannot reactivate my plan.

makkahn28 — Wed, 30 Jan 2019 21:54:10 GMT

Does your CC have enough Funds to cover?

That could also be why

If you do, then the system has a glitch and a Moderator needs to be called in to correct this for you

Re: Frustrated! I Cannot reactivate my plan.

makkahn28 — Wed, 30 Jan 2019 21:57:13 GMT

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

This is the Link to requesting Moderator assistence

Re: Frustrated! I Cannot reactivate my plan.

ForeverFire — Wed, 30 Jan 2019 21:58:56 GMT

Yep I double checked and made a payment, but it still wouldn't accept my credit card. So I bought $120 worth of vouchers and that still didn't work. The only options to activate my account are to use a credit card or use a voucher and not just use the funds available on my account.

Maybe it's not enough, but it did say I owed $111 due to having $9 credit so that's why I bought $120 worth in voucher credit.

Re: Frustrated! I Cannot reactivate my plan.

ForeverFire — Wed, 30 Jan 2019 22:00:12 GMT

Thanks a mod messaged me, and I verified my info so I'm just waiting for a response now.

Re: Frustrated! I Cannot reactivate my plan.

makkahn28 — Wed, 30 Jan 2019 22:08:46 GMT

@ForeverFire, it sounds more like some glitch

If you bought a Voucher and entered the Info correctly the money should have been entered in self serve.

If you entered info wrong, then that could be why as well

Re: Frustrated! I Cannot reactivate my plan.

ForeverFire — Wed, 30 Jan 2019 22:16:22 GMT

It shows that I have $129 on my account so I know that the vouchers worked. I tried clicking on reactivate my current plan and it just brings me to a page asking for payment info. There's no way to use the funds already available on my account.

Re: Frustrated! I Cannot reactivate my plan.

Jessica_T — Wed, 30 Jan 2019 22:24:16 GMT

@ForeverFire wrote:
It shows that I have $129 on my account so I know that the vouchers worked. I tried clicking on reactivate my current plan and it just brings me to a page asking for payment info. There's no way to use the funds already available on my account.

@ForeverFireTry clearing your cookies/cache/history, then using a different browser or private browsing. If you can remove the old card and try to make a manual payment of $1, if that doesn't work try this

Report your phone lost/stolen in the self service account under Plans and Add-ons, Lost/Stolen Phone and logout. Wait 5-10 minutes. Re-login and report phone found. Reboot your phone. This seems to reset your SIM card and hopefully activates your plan/account.

If that still doesn't work, you will have to wait for the moderator team.