topic Re: Unable to access my account in Get Support https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/329362#M257274 <BLOCKQUOTE><HR /><a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a>&nbsp;wrote:<BR /><P>I had patience but now I have none. Apparently due dates and deadlines don't mean a thing to anyone. I received a message from someone stating that I no longer have service and would have to buy a new SIM card and get a new number due to the fact that my message was sent to the moderator too late. This does not make a lick of sense seeing as how all messages were sent early in the day on the 21st which happens to be the due date or deadline for payment. If a payment is due on the 21st, should I not have 23 hours and 59 minutes in order to make a payment ? I attempted to add a voucher to the balance I had remaining in my account yesterday before 8AM and was unable to do so because my service was already cut. That explains why I couldn't call 611 to add the voucher in the first place and was unable to access my self serve account. I was forced to set up a new account under a new email just so that I could speak or get in touch with someone to help with the issue, which obviously was a waste of time. Why do we have due dates or deadlines if we are not going to respect them ? We can send people and robots into outer space, we can clone goats and cure diseases but we can't fix this simple issue. Thanks again to everyone for their help and input, have a pleasant day.</P><HR /></BLOCKQUOTE><P>I certainly understand your frustration. The symptoms&nbsp;that you are describing seems like you have been suspended for more than 90 days which means the account has been deleted. This would explain why you were unable to access your self serve account and the message saying you need another sim, but does not explain why you were not able to access your community account, it does not expire.&nbsp;</P><P>You may have answered these questions but I am asking to make it clear what has happened,</P><P>- Have you gone without payment for more than 90 days? At 30 days your self serve account gets suspended and you can not use your PM sim card, after 90 days your account will be deleted and your&nbsp;sim is no longer any good thus adding funds is not possible.&nbsp;</P><P>- Was the 21 first the due date for renewal or for preventing your account from being deleted (90 days after renewal)?</P><P>Where did you get the message from, the MODs? If yes did they have you go through the verification process? The reason I ask this is that having your community account with the same email as your self serve account is one way they identify you as the proper account holder. If you had to create another community account with a different email there may be confusion to which account they are referring to.</P> Fri, 22 Feb 2019 19:59:28 GMT krazykiwi 2019-02-22T19:59:28Z Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328795#M257246 <P>My due date is today and I am unable to pay with my voucher because my service has been cut.</P> Wed, 05 Jan 2022 11:42:01 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328795#M257246 MistahX2 2022-01-05T11:42:01Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328799#M257247 <P>Write a message to the moderator here&nbsp;<a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a>&nbsp;</P><P><A href="https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437" target="_blank">https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437</A></P><P>They will help you...waiting time few hours to 2 days...<img id="smileyfrustrated" class="emoticon emoticon-smileyfrustrated" src="https://productioncommunity.publicmobile.ca/i/smilies/16x16_smiley-frustrated.png" alt="Smiley Frustrated" title="Smiley Frustrated" /> but they will help</P> Thu, 21 Feb 2019 14:09:45 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328799#M257247 Lieux 2019-02-21T14:09:45Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328800#M257248 <P><a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a>, have you tried to sign in to your&nbsp;My Account to enter the vouchers there?</P> Thu, 21 Feb 2019 14:10:11 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328800#M257248 stonechucker 2019-02-21T14:10:11Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328805#M257249 <P>I was unable to access , My Account. I tried to call and my phone has no service so I couldn't dial 611 either. I had to set up a new account under a different email in orer to access the community. The due date is today, February 21st .</P> Thu, 21 Feb 2019 14:15:43 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328805#M257249 MistahX2 2019-02-21T14:15:43Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328806#M257250 <P>Write to the moderator...they can help you...</P> Thu, 21 Feb 2019 14:16:36 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328806#M257250 Lieux 2019-02-21T14:16:36Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328807#M257251 <P><a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a>&nbsp; If your service was cut your due date was probably 11:59 last night. You should still be able to access your account online for 90 days after your last service date. If you are having trouble/getting an error message try using a different browser or private/incognito mode, most people find that Chrome incognito works best.</P> Thu, 21 Feb 2019 14:17:21 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328807#M257251 Alex888 2019-02-21T14:17:21Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328808#M257252 <P>How would I do that, I don't see any icons for a moderator ?</P> Thu, 21 Feb 2019 14:19:45 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328808#M257252 MistahX2 2019-02-21T14:19:45Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328809#M257253 <P>click here...</P><P><A href="https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437" target="_blank" rel="noopener">https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437&nbsp;&nbsp;</A></P><P>That's a private message for them..</P> Thu, 21 Feb 2019 14:20:55 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328809#M257253 Lieux 2019-02-21T14:20:55Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328810#M257254 <a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a> You can send a private message to a moderator here: <A href="https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437" target="_blank">https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437</A> Thu, 21 Feb 2019 14:20:44 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328810#M257254 Alex888 2019-02-21T14:20:44Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328811#M257255 <P>I am using Chrome Incognito. The notice I received in my account said that I have to pay by Feb. 21 in order to keep my service, I attempted to pay over an hour ago. It is still the 21st for right ?</P> Thu, 21 Feb 2019 14:25:12 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328811#M257255 MistahX2 2019-02-21T14:25:12Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328813#M257256 <P>11:59 would be the 20th</P> Thu, 21 Feb 2019 14:26:15 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328813#M257256 MistahX2 2019-02-21T14:26:15Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328814#M257257 <P>Yes we are the 21th february.....but it's always more secure to have funds available in your account BEFORE the due date....</P> Thu, 21 Feb 2019 14:27:28 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328814#M257257 Lieux 2019-02-21T14:27:28Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328816#M257258 <P><a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a>There must be a problem with your account then, as I said you should still be able to access your account for 90 more days. You will need a moderator for that.</P><P>&nbsp;</P><P>If your phone isn't working that would be a separate issue, so make sure to mention it to the moderators. For now, you can try restarting your phone and make sure it's not in airplane/Do Not Disturb mode, just incase that's the problem with your phone.</P> Thu, 21 Feb 2019 14:32:11 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328816#M257258 Alex888 2019-02-21T14:32:11Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328817#M257259 <P>I had money in my account from the last voucher I used and I purchased another one in order to top up the account. I've done it several times over the years without any issues.</P> Thu, 21 Feb 2019 14:32:09 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328817#M257259 MistahX2 2019-02-21T14:32:09Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328818#M257260 <P>Well how would one contact a moderator ?</P> Thu, 21 Feb 2019 14:33:34 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328818#M257260 MistahX2 2019-02-21T14:33:34Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328820#M257261 As a general rule in the future, it is better to make sure you have enough funds in your account at least 2 days before your renewal day, just in-case of problems. There seems to be more account errors on/around renewal dates. Thu, 21 Feb 2019 14:34:25 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328820#M257261 Alex888 2019-02-21T14:34:25Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328821#M257262 <a href="https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/74186">@MistahX2</a> You can click this link: <A href="https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437" target="_blank">https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437</A> Thu, 21 Feb 2019 14:35:46 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328821#M257262 Alex888 2019-02-21T14:35:46Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328822#M257263 <P>SIM not provisioned:2 , is the message I have at the top of my screen.</P> Thu, 21 Feb 2019 14:38:03 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328822#M257263 MistahX2 2019-02-21T14:38:03Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328823#M257264 <P>Did you click on the link for moderator?</P> Thu, 21 Feb 2019 14:39:11 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328823#M257264 Lieux 2019-02-21T14:39:11Z Re: Unable to access my account https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328824#M257265 <P>Thanks to everyone for their help, much appreciated.</P> Thu, 21 Feb 2019 14:40:27 GMT https://productioncommunity.publicmobile.ca/t5/Get-Support/Unable-to-access-my-account/m-p/328824#M257265 MistahX2 2019-02-21T14:40:27Z