topic Major problem in Get Support

Major problem

LHarper — Wed, 05 Jan 2022 10:56:24 GMT

I recently topped up my phone. And put my minutes into my phone yet it says i have not

Re: Major problem

Dunkman — Thu, 18 Jul 2019 00:39:32 GMT

@LHarper

It looks like that you loaded up fund into your account, but have not purchased minutes.

Were you trying ot buy a talk add on? renewing your plan? More details would be helpful.

Re: Major problem

stonechucker — Thu, 18 Jul 2019 00:40:54 GMT

Is this a renewal top up on payment date? When is your plan renewing? What plan and how much is it. Do you see funds in your available, is your plan active, expired or suspended?

please give more information so we can assists you.

Re: Major problem

LHarper — Thu, 18 Jul 2019 00:44:04 GMT

I have phone number 780xxx xxxx retailer punched it in for me cause i do not know and i even called his phone did not work then he tryed punching the code back into the 611 after he did it the first time. And second time it says it was already on use. Yet i am unable to make phone calls

Re: Major problem

LHarper — Thu, 18 Jul 2019 00:43:51 GMT

My plan was 35 and i paid for a 40 dollar voucher

Re: Major problem

stonechucker — Thu, 18 Jul 2019 00:46:04 GMT

Have you set up your my account yet? We need more info.

Re: Major problem

NDesai — Thu, 18 Jul 2019 00:46:21 GMT

@LHarper wrote:
My plan was 35 and i paid for a 40 dollar voucher

You loaded funds to your account to use it towards renewal of your plan. First, you need to check your self-serve account and see the status of your account. Also see the renewal date. Sometimes the renewal does not happened automatically so verify the status of your account and the renewal date so we can assist you further.

Re: Major problem

geopublic — Thu, 18 Jul 2019 00:46:46 GMT

@LHarper Dial 611 does you balance include your topup? Was your renewal today?

Re: Major problem

LHarper — Thu, 18 Jul 2019 00:48:38 GMT

yes it was today and dialed 611 and said i didnt add any when i did

Re: Major problem

geopublic — Thu, 18 Jul 2019 00:57:49 GMT

@LHarper When you dialed 611 did it say that your account was suspended? If not, does it say your balance is $5?

Re: Major problem

RossN — Thu, 18 Jul 2019 00:58:00 GMT

@LHarper hi did you go into your self serve account? what does it say active, suspended are the funds still in your account?

Re: Major problem

stonechucker — Thu, 18 Jul 2019 00:58:10 GMT

Reading thy receipt, it says void. Did your payment work?

Re: Major problem

Dunkman — Thu, 18 Jul 2019 00:59:09 GMT

@LHarper

Do you have access to your self service account?

It will show more information that would be helpful. Available funds? Active versus suspended account. Renewal date.

Re: Major problem

LHarper — Thu, 18 Jul 2019 00:59:41 GMT

I do not

Re: Major problem

LHarper — Thu, 18 Jul 2019 01:00:49 GMT

I cannot receive texts to regester for self serve

Re: Major problem

RossN — Thu, 18 Jul 2019 01:02:40 GMT

@LHarper here is the link for a moderator good luck https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Major problem

geopublic — Thu, 18 Jul 2019 01:04:23 GMT

@RossN wrote:
@LHarper here is the link for a moderator good luck https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@LHarper Some time it can take some time for PM to process the topup. Did you try restarting your phone?

Re: Major problem

LHarper — Thu, 18 Jul 2019 01:06:13 GMT

Yes i have tried

Re: Major problem

geopublic — Thu, 18 Jul 2019 01:13:54 GMT

@LHarper wrote:
Yes i have tried

@LHarper it's unfortunate you don't have access to your selfserve account because we could get a better idea of what's going on with your account. If your account is active then maybe an account reset via the lost/stolen trick would have fixed the problem.

You need to contact the moderator team for help.

To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Please note that account verification may be required when contacting the Moderator Team

Re: Major problem

computergeek541 — Thu, 18 Jul 2019 04:06:56 GMT

@LHarper wrote:
I recently topped up my phone. And put my minutes into my phone yet it says i have not

Is the picture sent to "100" to prove that you you were at a store buying a top-up? Please realize that sending replies to this number will not result in any response, nor is anyone viewing messages that you send there. Public Mobile doesn't provide customer service through text messaging, or any other message other than the Community private messaging system.