topic Re: Lost phone account suspended in Get Support

Lost phone account suspended

Gillhunn — Wed, 05 Jan 2022 11:51:41 GMT

Got a new SIM card. Tried to reactivate. Won’t take payment. Made a payment with the 611 option. Now says I have $15.00. Tried to reactivate. Still wants a payment even though the balance is zero.

phone does not work even though shows public Mobil and data options,

please any advice!

Re: Lost phone account suspended

Triguy — Wed, 04 Sep 2019 19:58:27 GMT

Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. You could potentially lose any rewards that have. Another thing to try is to manually add $1 into your account and restart the phone.

Re: Lost phone account suspended

Gillhunn — Wed, 04 Sep 2019 20:19:51 GMT

I did suspend it, but can’t reactivate as I need to make a payment and it won’t accept a payment.

screen does nothing!

@Triguy wrote:
Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. You could potentially lose any rewards that have. Another thing to try is to manually add $1 into your account and restart the phone.

Re: Lost phone account suspended

Triguy — Wed, 04 Sep 2019 22:44:24 GMT

Contact a moderator for assistance.

Moderator can be reached at

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Lost phone account suspended

geopublic — Wed, 04 Sep 2019 22:55:15 GMT

@Gillhunn wrote:
I did suspend it, but can’t reactivate as I need to make a payment and it won’t accept a payment.
screen does nothing!
@Triguy wrote:
Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. You could potentially lose any rewards that have. Another thing to try is to manually add $1 into your account and restart the phone.

@Gillhunn If you added $15 to your balance with vouchers and now it is reporting a balance of zero it means it processed your re-activation.

Power down your phone remove the sim, wait 15 minutes re-insert your sim and power up does your phone work? If not, then you need to purchase a $5 voucher and add it to your account. Once that is done restart you phone does it work? If not notify the moderator team.

While you are waiting for the moderator to respond, you may try the lost/stolen phone trick:
To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait 15 minutes. Report your phone found. Re-start you phone

Re: Lost phone account suspended

Gillhunn — Wed, 04 Sep 2019 23:00:29 GMT

I added the $15.00 using the phone and my credit card on file. Yes it does show it processed the payment and shows in the history. However when I try and reactivate the phone it still wants me to pay the zero balance to complete activation!

Re: Lost phone account suspended

geopublic — Wed, 04 Sep 2019 23:38:15 GMT

@Gillhunn wrote:
I added the $15.00 using the phone and my credit card on file. Yes it does show it processed the payment and shows in the history. However when I try and reactivate the phone it still wants me to pay the zero balance to complete activation!

@Gillhunn Just add $1 to your account and restart your phone. Sometime it helps get a suspended account back up and running.