topic Reactivate my service! in Get Support

Reactivating my account

Anna-942 — Wed, 05 Jan 2022 16:55:02 GMT

They were unable to verify my credit card information after I updated the expiry date. Therefore they were not able to process the transaction and I remain locked out!!!!

Re: Reactivating my account

ShawnC13 — Wed, 13 May 2020 16:48:57 GMT

@Anna-942 wrote:
They were unable to verify my credit card information after I updated the expiry date. Therefore they were not able to process the transaction and I remain locked out!!!!

If you are locked out of your self-serve to reactivate your account you will need to contact the moderators.

To contact the moderators you need to click on the "?" in the bottom right-hand corner of the screen. This will take you to SIMon the chatbot and there you will follow the prompts to raise a trouble ticket.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: Reactivating my account

ryanrudolf — Wed, 13 May 2020 16:49:31 GMT

@Anna-942 wrote:
They were unable to verify my credit card information after I updated the expiry date. Therefore they were not able to process the transaction and I remain locked out!!!!

I would think the best bet is to contact the moderators to sort this out.

You can reach them by going through SIMon, the automated chat bot. Click the GREEN QUESTION MARK in the lower right portion of your screen. Then follow the prompts, select ACTIVATION HELP > OTHER > NOT WORKING to get the ticket to the mods going.

Re: Reactivating my account

Staliger — Wed, 13 May 2020 16:51:59 GMT

@Anna-942 Try calling 611:

1. press 1 to make payment
2. press 2 credit card (or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Re: Reactivating my account

gpixel — Wed, 13 May 2020 16:53:27 GMT

@Anna-942 you can go to an esso and purchase an instant top up while you sort this out with a customer rep.

Re: Reactivating my account

geopublic — Wed, 13 May 2020 17:05:38 GMT

@Anna-942 wrote:
They were unable to verify my credit card information after I updated the expiry date. Therefore they were not able to process the transaction and I remain locked out!!!!

@Anna-942 Sometimes removing your credit card and re-adding it fixes the problem. Note that when adding your address use uppercase and enter the address exactly as it appears on your statement. Do not include an apartment number or unit number or any special characters when entering the address.

Hope this helps!

Re: Reactivating my account

gblackma — Wed, 13 May 2020 17:04:50 GMT

@Anna-942 if your service is suspended then you may reactivate your service via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.

If you need to change your credit card. Go here in your self service account.

When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Stay safe.

Reactivate my service!

Anna-942 — Wed, 13 May 2020 18:18:52 GMT

I am locked out since yesterday! Eventually I found out that the reason was that my registered credit card expiry date changed, and I did not register with them. This was done without any warning!

Since then I made the necessary changes, but the answer was that they are unable to verify my credit card information, therefore the transaction was unsuccessful. The result is that I do not have acces to my phone for the second day.

Re: Reactivate my service!

Naepalm — Wed, 13 May 2020 18:22:42 GMT

@Anna-942

Top up your account using a different card or buying a voucher to gain access. You can also download textnow to hold you over it allows calling and texting.

Then contact a moderator and have them fix your payment you are trying to provide.

There have been some hiccups lately.

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

Re: Reactivate my service!

Triguy — Wed, 13 May 2020 18:23:39 GMT

Submit a ticket to a moderator by clicking on the question mark on the bottom right.

If you need phone right away then you can either purchase a voucher and call 611 to make a payment or use the recharge.com or ding.com but there is a service charge.

Re: Reactivate my service!

Dunkman — Wed, 13 May 2020 18:30:34 GMT

@Anna-942

The payment system is somewhat picky about registering the credit card information.

The address and account holder name needs to exactly match. If apartment number, leave that section blank. Sometimes, with postal code, leave a space in between the first 3 digits, while other times, no space. Try again to adjust the credit card inforamation.

If unable to properly register credit card, then you will need to contact moderator.

Re: Reactivate my service!

gblackma — Wed, 13 May 2020 18:37:55 GMT

@Anna-942

If you get it added. You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment:
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Welcome to the community. Stay safe. If it fails to add again. Contact the moderators and ask them to add it for you. And to apply payment and reactivate your account. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: Reactivate my service!

computergeek541 — Thu, 14 May 2020 01:27:36 GMT

merged

Re: Reactivate my service!

geopublic — Thu, 14 May 2020 01:50:48 GMT

merged is the solution?

🤔😟🤔😟

Re: Reactivate my service!

computergeek541 — Thu, 14 May 2020 01:57:08 GMT

@geopublic wrote:
merged is the solution?

🤔😟🤔😟

That wasn't my doing. I've removed it.

Re: Reactivating my account

Anna-942 — Thu, 21 May 2020 18:32:52 GMT

~~I ended up using a different card.~~