topic Re: Purchase add-on in Get Support

Purchase add-on

dleathem — Wed, 05 Jan 2022 14:22:42 GMT

Long story, but due to a credit card company error, my online account is suspended for a year. I want to purchase a roaming add-on, how do I do that without being able to access my self serve account? Can I use *611?

Re: Purchase add-on

Jb456 — Thu, 06 Feb 2020 16:14:36 GMT

Are you saying your Public Mobile account hasn't been used for a year??

Account is closed and deleted after 90 days of no activity.. you will have to buy a new sim and create a new account with a new email address

Re: Purchase add-on

Anonymous — Thu, 06 Feb 2020 16:15:11 GMT

@dleathem wrote:
Long story, but due to a credit card company error, my online account is suspended for a year. I want to purchase a roaming add-on, how do I do that without being able to access my self serve account? Can I use *611?

If you mean your Public Mobile account then no. It's deactivated and all gone. So which "online account"?

Re: Purchase add-on

will13am — Thu, 06 Feb 2020 16:16:36 GMT

@dleathem , suspended accounts are deactivated after 90 days. You can no longer reactivate the old account anymore. You will have to purchase a SIM card and start from the beginning and activate a brand new account. Sorry.

Re: Purchase add-on

dleathem — Thu, 06 Feb 2020 16:20:46 GMT

No, I meant my self serve access is suspended. My account is active, I pay via vouchers, no issue there. Just trying to determine how I buy add-on

Re: Purchase add-on

gblackma — Thu, 06 Feb 2020 16:24:40 GMT

@dleathem Is your phone working? Then yes, you can use a voucher and 611 to apply payment . Its a two step procees, add the funds and then purchase the add on. Here's a 611 usage link diagram https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/true#M20315

@dleathem wrote:
Long story, but due to a credit card company error, my online account is suspended for a year. I want to purchase a roaming add-on, how do I do that without being able to access my self serve account? Can I use *611?

Re: Purchase add-on

Anonymous — Thu, 06 Feb 2020 16:32:09 GMT

@dleathem wrote:
No, I meant my self serve access is suspended. My account is active, I pay via vouchers, no issue there. Just trying to determine how I buy add-on

I don't quite get how your self serve is suspended. And I guess you're using the 611 service to remit vouchers. So yes you can use the 611 service to buy add-ons. You'll need your 4 digit PIN.

Re: Purchase add-on

dleathem — Thu, 06 Feb 2020 16:34:41 GMT

Yes I tried *611 and it requested a pin. I've had my account for a few years, and never used a PIN number, nor do I have any recollection of getting one. How do I get it reset?

Re: Purchase add-on

geopublic — Thu, 06 Feb 2020 16:37:34 GMT

@dleathem wrote:
Yes I tried *611 and it requested a pin. I've had my account for a few years, and never used a PIN number, nor do I have any recollection of getting one. How do I get it reset?

@dleathem The PIN was set during activation. For help regading your PIN you need to submit a ticket to the Moderator Team.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then 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.

Please note that account verification may be required when contacting the Moderator Team

Re: Purchase add-on

gblackma — Thu, 06 Feb 2020 16:50:19 GMT

@dleathem Have you ever set up your my account ? You would change/Set up your pin there. You can also add a new credit card etc too. Buy your addon from within there too. The same 2 step process. Add funds and then buy the addon. To set up one use this link https://selfserve.publicmobile.ca/self-registration/

@dleathem wrote:
Yes I tried *611 and it requested a pin. I've had my account for a few years, and never used a PIN number, nor do I have any recollection of getting one. How do I get it reset?

Re: Purchase add-on

Jb456 — Thu, 06 Feb 2020 16:41:18 GMT

@dleathem if it's the same phone that you started Public Mobile with and you have an Android.

Try this

Open text message app.

Click 3 dots on the top right.

Click settings

Click advanced

Click "Sim card messages"

You might be able to get your pin from there.

Re: Purchase add-on

gblackma — Thu, 06 Feb 2020 17:08:13 GMT

@will13am , I found this thread that you were a part of. https://productioncommunity.publicmobile.ca/t5/Discussions/Defaul-PIN-number/td-p/378428 . Could the default 611 code be the default SIM code 1234 if @dleathem never set one up?

Re: Purchase add-on

Anonymous — Thu, 06 Feb 2020 17:11:10 GMT

@gblackma wrote:
@will13am , I found this thread that you were a part of. https://productioncommunity.publicmobile.ca/t5/Discussions/Defaul-PIN-number/td-p/378428 . Could the default 611 code be the default SIM code 1234 if @dleathem never set one up?

Not any SIM code...the PIN. This is chosen by the customer at activation and sent as a text. And it is stored on the phone in the SIM by default on the first phone that the SIM went in to.

Otherwise one needs to contact the mods to reset it.

Re: Purchase add-on

Jb456 — Thu, 06 Feb 2020 17:24:38 GMT

@gblackma wrote:
@will13am , I found this thread that you were a part of. https://productioncommunity.publicmobile.ca/t5/Discussions/Defaul-PIN-number/td-p/378428 . Could the default 611 code be the default SIM code 1234 if @dleathem never set one up?

@gblackma no this is a different PIN that is the sim unlock pin. When people type the incorrect pin to many times then it will ask for PUK code. Pretty much all providers sim unlock pin is 1234 except I believe freedom is 0000... if a person puts it in incorrectly the PUK code is required and only moderators can give PUK code.

The OP in question pin that he is asking for is the pin you choose when activating the sim..and PM sends you a text with the PIN....that message is stored in you text message under SIM CARD MESSAGE that I listed above..

If you have an Android phone and it's the same one since you become a customer..test it out and see if you can find your pin.

Re: Purchase add-on

kselmak — Thu, 06 Feb 2020 18:13:21 GMT

I suggest that you contact moderators asap and gain full access to your account. Once you are in your account you can change your security question, add different credit card and ask moderators to change your PIN to something you will remember

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

Re: Purchase add-on

srlawren — Thu, 06 Feb 2020 20:54:39 GMT

@dleathem wrote:
Long story, but due to a credit card company error, my online account is suspended for a year.

@dleathem could you elaborate a bit more about this? how does a credit card company error lead to your Public Mobile self-serve account access being suspended for any period of time, let alone a year? In my 4.5 years of fairly frequent participation in this community, I cannot recall a single instance of hearing of this scenario before.

Re: Purchase add-on

dleathem — Fri, 07 Feb 2020 00:42:35 GMT

This is a bit off topic, however, my credit card was used fraudulently. MasterCard did several chargebacks for the fraudulent purchases, however they also did one for my Public Mobile payment in error. I had them contact PM re. the error to explain it was not my fault, however irregardless PM went ahead and suspended me from paying by credit card, and I'm unable to access the self serve option, for what I have been told is a 1 year period. I was in constant touch with a moderator, who was helpful, but explained he could not assist, its a corporate decision. So now, I'm forced to pay by vouchers, and have no access for self-service. It also looks like I lost my loyalty/referal/cc pay rewards, to add insult to injury.

Re: Purchase add-on

gblackma — Fri, 07 Feb 2020 00:51:32 GMT

Sorry to hear that @dleathem . So basically you are a new customer. Any other credit cards? According to some of the old hands there may be a valentines promotion. As long as you aren't tied to your number and grandfathered plan.

@dleathem wrote:
This is a bit off topic, however, my credit card was used fraudulently. MasterCard did several chargebacks for the fraudulent purchases, however they also did one for my Public Mobile payment in error. I had them contact PM re. the error to explain it was not my fault, however irregardless PM went ahead and suspended me from paying by credit card, and I'm unable to access the self serve option, for what I have been told is a 1 year period. I was in constant touch with a moderator, who was helpful, but explained he could not assist, its a corporate decision. So now, I'm forced to pay by vouchers, and have no access for self-service. It also looks like I lost my loyalty/referal/cc pay rewards, to add insult to injury.

Re: Purchase add-on

dleathem — Fri, 07 Feb 2020 01:00:55 GMT

Unfortunately, I am tied to my number, so don't want to create a new account. I also weighed options of a different carrier, but decided against changing due to hassle. It's a real pain, but hoping my self service account "suspension" will be dropped as I was advised once 1 year period is complete.
Thanks for your suggestion anyways

Re: Purchase add-on

computergeek541 — Fri, 07 Feb 2020 03:50:43 GMT

@gblackma wrote:
@will13am , I found this thread that you were a part of. https://productioncommunity.publicmobile.ca/t5/Discussions/Defaul-PIN-number/td-p/378428 . Could the default 611 code be the default SIM code 1234 if @dleathem never set one up?

The customer's account PIN could only match the sim card's security PIN if the customer chose to set it up that way. However, the two codes are two different/urelated things. There is no default account PIN. Many people confuse the account PIN with the sim card PIN, phone's security PIN/screen unlock password, or even voicemail password. All of these are seperate. This confusion is also a reason that people shouldn't use account PIN for number porting unless there is no other choice.