topic Re: Reactivate Account in Get Support

Reactivate Account

kKJHSlhF — Wed, 05 Jan 2022 08:17:09 GMT

After spending far too much time trying to figure out how to just post a question asking for help, here I am. I hope the admins will consider adding a Post button the main Community landing page to make that easier, but I digress.

My public mobile account is Suspended.

Why that is, I'm unclear. I have autopay with Visa setup, have had it setup for years, and there hasn't been a problem with my card in years.

When I login under my account, there's a button to reactivate my account.

When I click on it I'm taken to a page that shows that my current plan is 5$, and that there's 5$ in my account.

Regardless, I told it to charge me 1$, so that there is a total of 6$ in my account. More than the 5$ the plan costs.

But I'm then taken back to the main page and where I can click on Reactivate My Account again.

Can someone please help me understand:

- Why my account was suspended when Autopay was setup?

- How to unsuspend my account, since there is more money in the account than the plan is complaining about?

I'm pretty unimpressed with how this played out, I only discovered today that calls and text aren't coming through to me at all. The only notices I got from Public Mobile that anything was wrong were "Public Mobile here. Just a heads up, your payment is due on Jan 28. If you're on Autopay ... please ignore this message" - OK I'm on autopay so I ignored it. Then, "Public Mobile here, Your plan did ont renew because we did not receive your payment. Make a payment at (URL). If you have recently made a manual payment, please ignore this message" - OK but I have Autopay setup, so why did it fail? Did it fail or did it just not charge yet? Did my card not charge correctly? What was the error? This lack of proactive feedback from Public Mobile is seriously disheartening.

Thanks in advance for anything you can do to help!

Jeff.

Re: Reactivate Account

Dunkman — Wed, 06 Feb 2019 21:42:01 GMT

@kKJHSlhF

The autopay sometimes does not work for some reason. Sometimes if the card is expired that would stop payment.

You might need to contact moderator, but I would suggest the lost/stolen phone trick first to see whether that will re-start your account/re-set your SIM. It will do no harm to your phone or account.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518

Re: Reactivate Account

kKJHSlhF — Wed, 06 Feb 2019 23:29:45 GMT

Thanks kindly for the prompt followup!

This page details how to report a lost phone: https://productioncommunity.publicmobile.ca/t5/Self-Serve/What-do-I-do-if-my-phone-is-lost-or-stolen/td-p/56

However, when I go to Plan and AddOns, I get an error message and am redirected back to the Login page.

I suspect I may need some love from the mods on this one but I appreciate your help, I'm sure that would have worked if I could get to the Lost/Stolen Phone page.

@CS_Agent

Thanks kindly for your help!

Re: Reactivate Account

Dunkman — Thu, 07 Feb 2019 01:19:45 GMT

@kKJHSlhF

Make sure that you directly private message a moderator. Tagging a moderator in the public forum is not the most efficient way of getting hold of moderator.

Also, if you want to try again with a different webbrowser, clearing cache or going into incognito mode, that some times will work. The Public Mobile website is finicky.... Chrome incognito mode works well for my interactions with Public mobile.

send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Reactivate Account

kKJHSlhF — Thu, 07 Feb 2019 18:44:37 GMT

Thank you to everyone who helped me work through this.

I tried again today and today I wasn't getting the strange redirect loops on the website. My problem is now resolved.

Thanks all!

Re: Reactivate Account

Jean_Bramwell60 — Thu, 29 Aug 2019 12:28:53 GMT

My account was suspended on Aug. 28th. I purchased a 40.00 voucher at my local Wal-Mart on the 28th. Added it to my account and received confirmation text stating payment was received and added to my account. Problem is my phone is not working and when I call *611 it tells me service is suspended and to make payment.

Re: Reactivate Account

Chimi — Wed, 26 Aug 2020 21:48:37 GMT

Hi, I just switch over my phone to freedom mobile service last Saturday. So to port my information. Do kindly reactive my number (437xxxxxxx) please . I am in need please .

Re: Reactivate Account

gwhitema — Wed, 26 Aug 2020 21:44:22 GMT

@Chimi Yes your number needs to be activate in order for the port to work.

Please edit your post and remove your phone number as this is a Public Form.

Re: Reactivate Account

Chimi — Wed, 26 Aug 2020 21:50:53 GMT

How can I reactivate my old no

Re: Reactivate Account

gwhitema — Wed, 26 Aug 2020 21:53:18 GMT

@Chimi Are you trying to move your number to Freedom Mobile or to Public Mobile ?

Re: Reactivate Account

computergeek541 — Thu, 27 Aug 2020 03:38:12 GMT

@Chimi wrote:
How can I reactivate my old no

If you still have an account at Public Mobile that uses this phone number, you need to pay for the plan to reactivate the service. Only then can you port the number out.