topic Re: Can't Reactivate Account With New SIM in Get Support

Can't Reactivate Account With New SIM

TessaK — Wed, 05 Jan 2022 12:52:07 GMT

Hi - I posted earlier (using my wife's account) about not being able to reativate an account with a new SIM. I am not able to make a payment and was advised to contact an account admin. Can someone tell me how I can do that?

I have already tried various suggestions to reactivate the account, but none worked so would like to contact someone who could assist.

Thanks!

Re: Can't Reactivate Account With New SIM

geopublic — Thu, 14 Nov 2019 17:32:31 GMT

@TessaK

To submit a ticket to Public Mobile do the following:

Re: Can't Reactivate Account With New SIM

TessaK — Tue, 05 Nov 2019 05:51:51 GMT

Thanks. I went though the whole chat to try to submit a ticket. It gets to the end and when I click on "submit", nothing happens. (very similar to what happens with the payment page actually). This is so agravating - is there no way to contact anyone to reactivate this account? I'm seriously thinking about giving up at this point after several days of trying to simply activate an account that we suspended due to a lost phone/SIM.

Re: Can't Reactivate Account With New SIM

cellphoneuser1 — Tue, 05 Nov 2019 06:03:44 GMT

@TessaK wrote:
Thanks. I went though the whole chat to try to submit a ticket. It gets to the end and when I click on "submit", nothing happens. (very similar to what happens with the payment page actually). This is so agravating - is there no way to contact anyone to reactivate this account? I'm seriously thinking about giving up at this point after several days of trying to simply activate an account that we suspended due to a lost phone/SIM.

I don't mean for it to sound bad but clicking on submit ticket won't do anything. Are you clicking on click me under that? The other way is https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't Reactivate Account With New SIM

geopublic — Tue, 05 Nov 2019 05:55:18 GMT

@TessaK Make sure you have javascript and cookies enabled within your browser. Clear the cache and if possible use incognito mode. If it still doesn't work try the following method.

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: Can't Reactivate Account With New SIM

TessaK — Tue, 05 Nov 2019 05:59:20 GMT

Yes, clicked on "click me" and filled out all the info to submit the ticket. When it gets to the end of the questions there is a "submit" button that doesn't seem to allow you to click on it. The same thing happens when trying to apply the payment.

Re: Can't Reactivate Account With New SIM

TessaK — Tue, 05 Nov 2019 06:08:38 GMT

Tried deleting cache and using incognito mode, still not able to apply a payment so will contact a mod as you suggested. Thanks.

Re: Can't Reactivate Account With New SIM

Ed404 — Tue, 05 Nov 2019 06:09:05 GMT

@TessaK wrote:
Yes, clicked on "click me" and filled out all the info to submit the ticket. When it gets to the end of the questions there is a "submit" button that doesn't seem to allow you to click on it. The same thing happens when trying to apply the payment.

Sounds like a script blocker or something on your end. Try a different browser or computer if you can.

Good luck

Re: Can't Reactivate Account With New SIM

darlicious — Tue, 05 Nov 2019 07:46:33 GMT

@TessaK wrote:
Hi - I posted earlier (using my wife's account) about not being able to reativate an account with a new SIM. I am not able to make a payment and was advised to contact an account admin. Can someone tell me how I can do that?

I have already tried various suggestions to reactivate the account, but none worked so would like to contact someone who could assist.

Thanks!

@TessaK I've read thru the thread and a little clarification if you don't mind. So you have successfully activated your new SIM card on your account? However you are unable to add a payment to reactivate the account? You do not have a card on file for autopayment and your account has been suspended due to nonpayment since you got a new simcard? You are trying to add an onetime payment with a credit card? You have tried with a clear browser and in secret/incognito mode? Too many attempts can result in a lockout for security reasons especially if it is more than three attempts. Using chrome or Firefox is best...regular Google is problematic. Be sure you are copying the address exactly like your billing statement but leaving the apt/unit box blank and no space in the postal code. Use ALL CAPS if necessary. I would try again in the morning to wait out the lock out session. Also add a couple of dollars extra as sometimes you need an extra $1 payment to reactivate the service followed by rebooting your phone.

In your private message to the moderator you will need to verify you are the account holder. You can send a follow up message with the following: full name on account, email address, phone number, pin #. You may also be asked security question and answer, last payment and type or alternate phone number. Keep an eye on your or your wife's private message box for a msg from the moderator and lately the response hs been an hour or two so they should be in touch first thing in the morning. Good luck and come back anytime for help the community can usually solve most issues without a moderator. And consider registering for auto pay not only will it save you $2 but you can access 611 for payments if you have account issues.