topic Re: Self-serve password reset in Get Support

Self-serve password reset

Jess12 — Wed, 05 Jan 2022 08:13:38 GMT

I reacharged my plan today and was successful. However my data is still not working. I went to login to self-serve but it says I have been logged out when I press forgot password. My plan expires tomorrow, do you know how I can get this fixed sooner? Thanks!

Re: Self-serve password reset

Anonymous — Sat, 02 Feb 2019 04:50:15 GMT

@Jess12 wrote:
I reacharged my plan today and was successful. However my data is still not working. I went to login to self-serve but it says I have been logged out when I press forgot password. My plan expires tomorrow, do you know how I can get this fixed sooner? Thanks!

Did you have a data add-on or data in your plan? Either way, maybe you used up all your data allotment.

Try clearing cache/cookies or different browser or incognito/privacy mode.

Re: Self-serve password reset

Alex888 — Sat, 02 Feb 2019 04:50:06 GMT

To get access you your account you will need to send a private message to the moderators here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To add funds to your account you can buy vouchers in store (Walmart, London Drugs, ect) or go to www.recharge.com then call 611 and add the voucher funds to your account.

For you data, try restarting your phone, if that doesn't work then mention it to the moderators when you contact them for access to your account.

Re: Self-serve password reset

Jess12 — Sat, 02 Feb 2019 04:57:28 GMT

Thank you, that worked. It says my plan expired but the balance is showing as $43. How do i update the system to capture the money I put in today?

Re: Self-serve password reset

Anonymous — Sat, 02 Feb 2019 04:59:25 GMT

@Jess12 wrote:
Thank you, that worked. It says my plan expired but the balance is showing as $43. How do i update the system to capture the money I put in today?

If your Available Funds is showing to be more than your plan cost then you're fine.

What does the date say up top? To pay by etc.

Re: Self-serve password reset

Jess12 — Sat, 02 Feb 2019 05:00:33 GMT

It says to pay by the 2nd of Febuary 2018. And yes, the balance is more then the plan ( plan is $40)

Re: Self-serve password reset

Alex888 — Sat, 02 Feb 2019 05:03:36 GMT

Everyone's account says expired until the funds are cleared, it can take a few hours, you should not loose service during that time. It will take the funds out automatically in the next day.

Re: Self-serve password reset

Anonymous — Sat, 02 Feb 2019 05:05:03 GMT

@Jess12 wrote:
It says to pay by the 2nd of Febuary 2018. And yes, the balance is more then the plan ( plan is $40)

It'll renew fine then.

But if you could, please post a screenshot of your overview page. Blank out personal info of course.

This is a curiosity I have about what might be the Plan Expired notice appearing too early. But I'm not sure.

Also maybe one of your payment history for some further verification.

Thanks

No obligation on your part to slake a curiosity on my part 🙂

Re: Self-serve password reset

Jess12 — Sat, 02 Feb 2019 05:08:19 GMT

So I read somewhere that if you suspend and then activte your account again it will work, which it did, but now my balance is showing $3 instead of $43? :S

Sorry, I tried to paste a screenshot but it wouldn't allow me.

Re: Self-serve password reset

Anonymous — Sat, 02 Feb 2019 05:10:11 GMT

@Jess12 wrote:
So I read somewhere that if you suspend and then activte your account again it will work, which it did, but now my balance is showing $3 instead of $43? :S

Sorry, I tried to paste a screenshot but it wouldn't allow me.

If this is your actual renewal night then you'll see all kinds of weird things happening at this time (ET). Don't panic. Don't change anything. As long as your service keeps working you're fine.

Re: Self-serve password reset

Jess12 — Sat, 02 Feb 2019 05:12:51 GMT

@Anonymous wrote:
@Jess12 wrote:
So I read somewhere that if you suspend and then activte your account again it will work, which it did, but now my balance is showing $3 instead of $43? :S

Sorry, I tried to paste a screenshot but it wouldn't allow me.
If this is your actual renewal night then you'll see all kinds of weird things happening at this time (ET). Don't panic. Don't change anything. As long as your service keeps working you're fine.

Ok, I will check tomorrow. Thank you so much for helping, really appriciate it! 🙂