topic Re: Account disabled in Get Support

Account disabled

Carilynne11 — Wed, 05 Jan 2022 11:50:26 GMT

I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp 😞

Account disabled

Carilynne11 — Mon, 11 Mar 2019 02:12:14 GMT

I was on the last day of the month on my plan so I went onn the self service webpage and

Re: Account disabled

Alex888 — Mon, 11 Mar 2019 02:21:00 GMT

You don't need to add a plan every time, it will renew your current plan. To get access to your account you will require a moderator, they can take up to 48 hours to respond (I'm not sure if they work on weekends).

You can also try accessing your account with a different browser, try Chrome in incognito mode.

Re: Account disabled

krazykiwi — Mon, 11 Mar 2019 02:21:14 GMT

@Carilynne11 wrote:
I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp 😞

Yes try a different browser/computer, incognito window or clearing cache.

Re: Account disabled

Alex888 — Mon, 11 Mar 2019 02:20:35 GMT

@krazykiwi Part of the problem is that she can't access her account.

Re: Account disabled

krazykiwi — Mon, 11 Mar 2019 02:25:02 GMT

First when I read it I thought they meant disabled in self serve. (aka, Suspended)

Re: Account disabled

krazykiwi — Mon, 11 Mar 2019 02:30:17 GMT

@Alex888 wrote:
You don't need to add a plan every time, it will renew your current plan. To get access to your account you will require a moderator, they can take up to 48 hours to respond (I'm not sure if they work on weekends).

You can also try accessing your account with a different browser, try Chrome in incognito mode.

They do work weekends just shortened hours. 7:30 PM EST

Re: Account disabled

Lieux — Mon, 11 Mar 2019 02:27:13 GMT

@Carilynne11 wrote:
I was on the last day of the month on my plan so I went onn the self service webpage and

Can you still call or text? If yes don’t do anything... that’s normal. If no you will need help from the moderator here https://productioncommunity.publicmobile.ca/t5/notes/composepage and write moderator_team in send to and give them details of your problem. Waiting time is few hours to 2 days.

Re: Account disabled

Anonymous — Mon, 11 Mar 2019 02:28:38 GMT

@Carilynne11 wrote:
I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp 😞

Odd that the account is suspended and locked out after you paid. Could be a timing thing since you say you did this on your last day of the term. Did you do this later in the evening ET?

Use the 611 service on your phone to see what it says. It will give you a recording of your amount owing. If it's working.

Seems your only other option is to wait to see what the mods have to say.

Re: Account disabled

Carilynne11 — Mon, 11 Mar 2019 03:22:33 GMT

Nope cant do anything:( I messaged

Re: Account disabled

Carilynne11 — Mon, 11 Mar 2019 03:31:20 GMT

I messaged thurs...still no response from moderator..

Re: Account disabled

Anonymous — Mon, 11 Mar 2019 03:34:52 GMT

@Carilynne11 wrote:
I messaged thurs...still no response from moderator..

@Carilynne11 - Normally, you shouldn't message more than once. However, given that it has been 3 days already, and that response times have gotten better lately, if you don't get a response tomorrow, you might want to send another message.

Re: Account disabled

Anonymous — Mon, 11 Mar 2019 03:51:24 GMT

@Carilynne11 wrote:
I messaged thurs...still no response from moderator..

There seem to two threads from you and this one seems a little disjointed. Maybe an Oracle can merge them.

Did you try using the 611 service to see what it had to say for itself?

Re: Account disabled

computergeek541 — Mon, 11 Mar 2019 04:09:46 GMT

@Anonymous wrote:

There seem to two threads from you and this one seems a little disjointed. Maybe an Oracle can merge them.

thanks

threads were merged about 10-15 minutes ago

Re: Account disabled

Carilynne11 — Mon, 11 Mar 2019 04:17:24 GMT

Thanks my wifi is cutting in and out and my messages keep half sending sorry 😞 im very new to this company and how it works.... As for calling 611 that says cannot be completed as dialed

Re: Account disabled

Anonymous — Mon, 11 Mar 2019 04:30:29 GMT

@Carilynne11 wrote:
Thanks my wifi is cutting in and out and my messages keep half sending sorry 😞 im very new to this company and how it works.... As for calling 611 that says cannot be completed as dialed

Brutal. Did you tag the moderators in the community here or did you send them a private message? Did you ever get that little page from them to validate your identity?

(not to you specifically) Wasn't it just a couple days ago that they were in here answering everything under the sun and inviting everybody to send them private messages? And now...crickets for you. Sucks.

Re: Account disabled

CellGirl — Mon, 11 Mar 2019 16:14:00 GMT

@Carilynne11

you need to call *611, not 611

Re: Account disabled

frank312 — Thu, 14 Mar 2019 21:23:57 GMT

Just wait, the website problems