topic HELP - suspended account in Get Support

HELP - suspended account

agyang — Wed, 05 Jan 2022 15:57:00 GMT

Hi there, I am really confused - when I make a call today I hear a robot voice saying I don't have an active plan. I log in here and it says my account is suspended, but then it says to ignore the message if I have sufficient funds or Autopay. Well I have sufficient funds and I have autopay, so why is my account suspended?!

I am a frontline healthcare worker and I need the plan to be active ASAP as part of the two-step verification system, so can someone please help? Since ignoring the message as the disclaimer said is not helping.

Thank you very much!!

Re: HELP - suspended account

gpixel — Fri, 29 May 2020 14:08:04 GMT

@agyang your auto-pay glitched out and failed. can you manually make a payment in your self serve by topping up your account. then click the "reactivate" button

Re: HELP - suspended account

Dunkman — Fri, 29 May 2020 14:13:43 GMT

@agyang

When you say that your account has sufficient funds, do you have sufficient funds to cover the full plan cost? When was the payment date?

Likely your autopay failed. As stated above, manually load enough funds to cover the plan cost and it should just re-activate.

Re: HELP - suspended account

agyang — Fri, 29 May 2020 14:15:18 GMT

Huh that's just weird - it's via a bank credit card so should work and I am nowhere near the credit limit.

OK I'll top it up manually and see what happens...

Re: HELP - suspended account

Dunkman — Fri, 29 May 2020 14:20:04 GMT

@agyang wrote:
Huh that's just weird - it's via a bank credit card so should work and I am nowhere near the credit limit.
OK I'll top it up manually and see what happens...

@agyang

Autopay does fail sometimes, but when it does, it is a hassle. Some regular customers will manually load funds a day or so before the due date just to avoid the potential hassle of autopay failure and interruption of service.

Re: HELP - suspended account

agyang — Fri, 29 May 2020 14:21:44 GMT

Ok this gets weirder. It's the same credit card I have been using the past 6 months and it expires in Aug 2020, but when I try to manually load it it says it can't process it.

Like what? I used the credit card yesterday and it was fine.

Is there something on Public Mobile that doesn't accept credit cards expiring in 3 months or something? I don't understand.

Re: HELP - suspended account

leeg84 — Fri, 29 May 2020 14:22:56 GMT

I am experiencing the same issue, I tried to top up to re-activate my account, tried two credit cards and a visa debit card and it says "It can not process my payment"

I think it is an issue with Public Mobile, can someone look into this. I tried last night and this morning and have the same problem.

Re: HELP - suspended account

gpixel — Fri, 29 May 2020 14:27:06 GMT

@leeg84 try using your browser in incognito/private mode. if you're still having issues your payment system most likely got locked up, contact customer support here:

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

Re: HELP - suspended account

Dunkman — Mon, 08 Jun 2020 19:42:18 GMT

@agyang

@agyang wrote:
Ok this gets weirder. It's the same credit card I have been using the past 6 months and it expires in Aug 2020, but when I try to manually load it it says it can't process it.

Like what? I used the credit card yesterday and it was fine.

Is there something on Public Mobile that doesn't accept credit cards expiring in 3 months or something? I don't understand.

The credit card should be accepted until expirary date. Might be a glitch in the system. Try dialing 611 on your phone to manually load funds.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

If that does not work, you may need to try to re-enter the same credit card information or maybe even try a different credit card. Make sure address exactly matches the billing address and if you live in an apartment, leave the apartment number blank.

If that fails, you may need to contact moderator.

If you really need service right away and can't wait for moderator help, you could buy a payment voucher online via recharge.com (service fee applies) and load voucher to get service going. The sort out the credit card issue.

[Solution highlighted ........ Luddite]

Re: HELP - suspended account

agyang — Fri, 29 May 2020 14:29:48 GMT

Ok so I changed my credit card to something that expires in 2021 and it worked.

So maybe there's some system issue which doesn't allow you to use the credit card if it expires in 3 months...my last payment from the Aug expiry credit card was end of April. XD.

OK got my account back, going to discharge some patients now.

Thanks guys!

Re: HELP - suspended account

gblackma — Fri, 29 May 2020 14:32:28 GMT

@agyang try adfing $1 extra to the cost of the plan, using the one time payment option. Then hit the reactivate button. If it doesn't reactivate with this option try the lost/ stolen trick. From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone. Stay safe.

Re: HELP - suspended account

gpixel — Fri, 29 May 2020 14:42:01 GMT

@agyang to avoid this problem in the future just manually pay a few months ahead of time. just make sure there is "available funds" in your account. especially if you need your phone for work.

have a great day!

Re: HELP - suspended account

geopublic — Fri, 29 May 2020 16:33:58 GMT

@agyang Glad to hear that you got it working. Don't think it was the card that expires in three months that was the problem. Public's payment processing has issues and is need of an overhaul. If your phone is mission critical it's best to not rely on Auto-Pay and just make the payment to your account manually two days before your plan renewal. You will still get there Auto-Pay reward and you will have a couple of days to fix any payment issue before your account gets suspended.

Re: HELP - suspended account

leeg84 — Fri, 29 May 2020 15:15:27 GMT

I have tried everything so far, tried so far my BMO mastercard, BMO debit card, TD Debit card, and Royal Bank Visa, nothing works! Ugh.. so frustrating. 😠 I have never had this happen before.

Is there any other options of getting my account restored? Other than buying a payment voucher at a shoppers drug mart?

Re: HELP - suspended account

JoyLuck — Fri, 29 May 2020 15:17:15 GMT

@leeg84 wrote:
I have tried everything so far, tried so far my BMO mastercard, BMO debit card, TD Debit card, and Royal Bank Visa, nothing works! Ugh.. so frustrating. 😠 I have never had this happen before.

Is there any other options of getting my account restored? Other than buying a payment voucher at a shoppers drug mart?

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: HELP - suspended account

leeg84 — Fri, 29 May 2020 15:21:02 GMT

Will the moderators be able to fix this in a timely manner? I need my service ASAP, as this is my only way to contact people.

Re: HELP - suspended account

gpixel — Fri, 29 May 2020 15:24:55 GMT

@leeg84 go to an esso and use the instant top up method.

Re: HELP - suspended account

JoyLuck — Fri, 29 May 2020 15:26:15 GMT

@leeg84 wrote:
Will the moderators be able to fix this in a timely manner? I need my service ASAP, as this is my only way to contact people.

You can always pay for your account using vouchers or at recharge.com. Some vouchers take up to 24 hours to activate depending on where you purchases them.

Moderators are available at the times below.

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

Re: HELP - suspended account

geopublic — Fri, 29 May 2020 15:27:26 GMT

@leeg84 wrote:
I have tried everything so far, tried so far my BMO mastercard, BMO debit card, TD Debit card, and Royal Bank Visa, nothing works! Ugh.. so frustrating. 😠 I have never had this happen before.

Is there any other options of getting my account restored? Other than buying a payment voucher at a shoppers drug mart?

@leeg84 The fastest way to get back up and running is to use one of the following:

Hope this helps!

Re: HELP - suspended account

JoyLuck — Fri, 29 May 2020 15:29:24 GMT

@leeg84

https://www.publicmobile.ca/en/on/get-help/articles/voucher-payment-options

How To Pay With Digital Vouchers

If you do not have access to, or prefer not to register a credit card or Visa Debit card to your account, you may also top-up your account using a digital payment voucher. However, please be aware that this would be done through a third-party, like Recharge.com, which would charge fees for their service.You can purchase a digital payment voucher (in the form of a code) through Recharge by following these steps:

Access the Recharge.com website
Select the desired top-up amount. Once you have selected the desired top-up amount, you will be shown a breakdown of the total, including the applicable fees that Recharge will charge you
Fill in your email address where you would like your code to be sent
Submit a payment; through Recharge, you can pay with a Visa or Mastercard credit card, Mastercard debit or PayPal account.
After your payment, the code will be sent immediately to your email address. Please check your spam folder if you do not receive your code immediately.
Once you have received your code from Recharge, you can then top-up your Public Mobile account by calling * 611 and following the prompts. Or you may also top-up by signing in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.