topic New account issues in Get Support

New account issues

leblancjm99 — Wed, 05 Jan 2022 13:23:30 GMT

I am a brand new customer of PM. I loaded $50 worth or vouchers successfully. I signed up for a $40 monthly package. After waiting 2 hours for my cellular number to PORT from Telus, I now have $10 remaining in my account and the account says deactivated. Why?!?!

Account was created on December 6, 2019 AND deactivated on December 6, 2010

Re: New account issues

ChuckYeah — Fri, 06 Dec 2019 23:53:53 GMT

I have no idea, but I'd start with @CS_Agent help. Four hours is a long port.

Creating a support ticket:
Explain your issue to SIMON, seen below:

Use as few words as possible to allow the BOT to understand. Answer his questions until you get here:

Click on "Submit a ticket" and the Moderator team will respond to your concern, usually within 48 hours.

Alternatively, you may send a private message to moderator through the following link :
Contact @Moderator_Team

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Re: New account issues

ChuckYeah — Fri, 06 Dec 2019 23:55:15 GMT

@leblancjm99 Is there an option to Reactivate your account?

Re: New account issues

leblancjm99 — Fri, 06 Dec 2019 23:57:59 GMT

Yes there is an option to reactivate my account if I add more funds.

Re: New account issues

ChuckYeah — Sat, 07 Dec 2019 00:00:57 GMT

OK, that may be the solution, but I doubt you have another Voucher, eh? Even a $1 payment from a credit card may work. Is that an option?

Re: New account issues

ChuckYeah — Sat, 07 Dec 2019 00:15:12 GMT

Caution! There have been reports that the lost phone trick removes your autopay and may be other rewards for the cycle, please be aware of that before trying this solution.

1. Report your phone lost/stolen in the self service account and logout.
2. Wait 5-10 minutes.
3. Re-login to self serve and report phone found.
4. Reboot your phone. This seems to reset your SIM card and has been known to reactivate your account.

Since you're just coming in, shouldn't be a big deal to try, but contact @CS_Agent ASAP.

Re: New account issues

leblancjm99 — Sat, 07 Dec 2019 00:18:57 GMT

It says my plan is expired.