topic Re: Plan won't reactivate in Get Support

Plan won't reactivate

Evelien — Wed, 05 Jan 2022 12:14:35 GMT

Hi,

My accoubt had been suspended as there were not enough funds in my account. I have now added more with a voucher but the service is still not working. I have already restarted my phone multiple times and waited overnight.

Thanks for the help!

Re: Plan won't reactivate

Anonymous — Fri, 19 Apr 2019 14:27:51 GMT

@Evelien - When you topped up your account, did you click on Reactivate? Does your self serve portal show the voucher amount in your account balance?

Re: Plan won't reactivate

Evelien — Fri, 19 Apr 2019 14:35:08 GMT

Yes, the voucher has been accepted and it shows the amount due is 0 now. However still no service..

Re: Plan won't reactivate

will13am — Fri, 19 Apr 2019 14:35:39 GMT

@Evelien , if you have topped up sufficient funds to pay for the renewal, you should still check the payment history to see if funds have been taken to renew the account. If you are unable to get the renewal to work properly I suggest contacting the moderator team for help. The moderator team can be reached via private message using this link. Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Plan won't reactivate

RobertQc — Fri, 19 Apr 2019 14:55:28 GMT

@Evelien wrote:
Hi,
My accoubt had been suspended as there were not enough funds in my account. I have now added more with a voucher but the service is still not working. I have already restarted my phone multiple times and waited overnight.
Thanks for the help!

@Evelien

Give the lost/stolen trick a shot, it seems most issues at public mobile. Log into your self serve (my account) CLICK HERE then click “Plan and Add-on” then click “Lost/Stolen Phone” and click “Suspend Service” and click the “logout” button near your name/account balance. Wait 10 minutes. Log back and do the exact same procedure except this time click reactivate service phone found, reboot your phone. This may re-activate your plan.

Re: Plan won't reactivate

NerinaBuffon — Fri, 19 Apr 2019 15:52:23 GMT

I have auto paid for another month April 15. The automated message says my balance is zero. My credit card has been registered for auto pay for five years or so. However my service won't work. Phone doesn't work. If this doesn't get fixed immediately I will get another carrier tomorrow. It will be worth paying more money to get get rid of these headaches. It is Ester weekend. I need my phone. Please help me fix. This is my duty message to various community members.

Re: Plan won't reactivate

Anonymous — Fri, 19 Apr 2019 16:11:34 GMT

@NerinaBuffon wrote:
I have auto paid for another month April 15. The automated message says my balance is zero. My credit card has been registered for auto pay for five years or so. However my service won't work. Phone doesn't work. If this doesn't get fixed immediately I will get another carrier tomorrow. It will be worth paying more money to get get rid of these headaches. It is Ester weekend. I need my phone. Please help me fix. This is my duty message to various community members.

@NerinaBuffon

If your account is showing as Active on the overview page then 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.
See what happens.